Customer Engineer, Agent Builder (AI)

TL;DR

Customer Engineer, Agent Builder (AI): End-to-end execution of AI agent builds for enterprise customers with an accent on agentic logic, system integrations, and performance optimization. Focus on designing guardrails, building API integrations, and developing evaluation frameworks to ensure enterprise-grade reliability.

Location: On-site in New York City

Salary: $175K – $230K + Equity

Company

Decagon is a leading conversational AI platform empowering brands to deliver concierge customer experiences through personalized AI agents.

What you will do

• Own the end-to-end architecture and execution of AI agent builds, from initial scoping and systems design to production deployment.
• Engineer core agentic logic and layered guardrails to optimize quality, reliability, and safety across non-deterministic model outputs.
• Architect and test integrations with customer systems (CRMs, ticketing systems, data pipelines) using APIs and custom workflows.
• Interface with senior technical stakeholders to define success criteria and drive technical delivery against timelines.
• Diagnose and resolve probabilistic and technical failures through root-cause analysis of execution traces and model behavior.
• Design evaluation and regression-testing frameworks to validate agent behavior and guard against performance drift.

Requirements

• 5+ years of experience in technical customer-facing roles such as solutions engineering, implementation engineering, or technical consulting.
• Native or business-level fluency in both written and spoken English and Spanish is required.
• Strong technical foundation with proficiency in writing code, working with APIs, and validating end-to-end integrations.
• Proven track record of delivering production-grade customer solutions through structured execution and iteration.
• Must be able to work on-site in New York City.

Nice to have

• Experience building with LLMs and AI agents, including prompting, evaluation, and workflow design.
• Knowledge of enterprise SaaS integrations and associated security/compliance considerations.
• Degree in Computer Science, Engineering, or Math, or equivalent technical experience.
• Strong product instinct and ability to write crisp PRDs and define success metrics.

Culture & Benefits

• "Take what you need" vacation policy.
• Comprehensive Medical, Dental, and Vision benefits for employees and their families.
• Retirement planning (401K) and Life/Disability Insurance.
• Parental leave and fertility/family building benefits through Carrot.
• Daily in-office lunches and snacks.