Customer Engineer, Agent Builder (AI Agents)

TL;DR

Customer Engineer, Agent Builder (AI Agents): Own end-to-end execution of enterprise AI agent builds, from systems design and scoping through implementation, evaluation, and production deployment with an accent on agentic logic, reliability/guardrails, and scalable integrations. Focus on diagnosing probabilistic and technical failures via execution traces, and building evaluation/regression frameworks to prevent performance drift.

Location: London (On-site)

Salary: £110K–£150K (Offers Equity)

Company

Decagon is a conversational AI platform enabling brands to deploy AI agents for concierge customer experiences across voice, chat, email, and SMS.

What you will do

• Own end-to-end architecture and execution of AI agent builds for enterprise customers, from scoping through implementation, evaluation, and production deployment.
• Design and engineer core agentic logic to optimize quality, reliability, and correctness for non-deterministic model outputs.
• Engineer and validate layered guardrails and supervisory controls for safe, compliant, and predictable agent performance.
• Architect, build, and test integrations with customer systems (data pipelines, CRMs, ticketing systems), including tools, APIs, and workflows for reliable deployments at scale.
• Define success criteria with senior customer technical stakeholders and drive delivery against timelines.
• Diagnose and resolve probabilistic and technical failures using root-cause analysis of execution traces, error logs, and model behavior; build evaluation and regression-testing frameworks.

Requirements

• English: Native or business-level fluency (written and spoken)
• French: Native or business-level fluency (written and spoken)
• 5+ years of experience in a technical customer-facing role (e.g., solutions engineering, implementation engineering, technical consulting, forward-deployed engineering).
• Strong technical foundation: comfortable writing code, working with APIs, and building/validating integrations end-to-end.
• Experience delivering production-grade customer solutions with structured execution, testing/validation, and iteration.
• Ability to communicate clearly with senior technical stakeholders and translate requirements into implementation plans.

Nice to have

• Experience building with LLMs/AI agents (prompting, evaluation, guardrails, tooling, workflow design).
• Experience with enterprise SaaS integrations and associated security/compliance considerations.
• Computer Science, Engineering, or Math degree (or equivalent technical experience).
• Strong product instinct (e.g., writing crisp PRDs, defining success metrics, contributing customer insight to product roadmap).

Culture & Benefits

• In-office company with a focus on excellence and velocity.
• Take-what-you-need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave).
• Medical, dental, and vision benefits for you and your family; life insurance and disability benefits.
• Retirement plan (e.g., 401K, pension) and parental leave.
• Fertility and family building benefits through Carrot.
• Daily lunches and snacks in the office.

Hiring process

• Interviews focused on technical delivery, integration work, and experience with AI/LLM agent builds.
• Evaluation of ability to diagnose failures and design testing/evaluation frameworks.
• Discussion of collaboration with customer stakeholders and internal teams to deliver enterprise-quality agents.