Sr. Staff Engineer - Customer Agent

📋 Description

• Lead architecture, design, and implementation of Customer Agent core platform and AI capabilities.
• Drive technical strategy and long-term system evolution for conversational AI experiences serving
• Build and ship complex AI-powered product features with balance of speed, quality, reliability, and
• Partner with Product, Design, Data Science, GTM, and Engineering leaders to define direction and
• Make critical technical decisions around agent architectures, orchestration frameworks, retrieval
• Establish engineering best practices around observability, testing, monitoring, experimentation

🎯 Requirements

• 10+ years of software engineering experience building and operating production systems at scale.
• Significant experience designing and shipping customer-facing AI-powered products or agentic
• Strong backend engineering and distributed systems fundamentals with focus on scale, latency
• Expertise with modern AI architectures including LLM-powered apps, retrieval systems, agent
• Proven ability to lead complex, multi-quarter technical initiatives involving multiple teams.
• Strong product instincts and ability to connect technical decisions to customer and business

🎁 Benefits

• Boston-based, in-office role with AI-native leadership scope.
• Competitive base salary and total compensation including bonus, equity, and sign-on.
• Comprehensive health, welfare, and wellbeing benefits.
• Opportunities for career growth and impact on AI-driven customer experiences.
• Flexible work culture committed to diversity and inclusion.
• Travel up to 10% for onboarding, client/partner work, or events (as applicable).