Senior Software Engineer, Agents

Team: IT

Location: Canada

Commitment: Full-time

Workplace Type: remote

Accountabilities:

As a Senior Software Engineer, Agents, you will own the end-to-end delivery of AI agent solutions, partnering closely with customers to understand their needs, build reliable integrations, and continuously improve agent performance. You will combine technical expertise, product thinking, and customer collaboration to deliver high-quality AI experiences.

• Own the full lifecycle of AI agents, including discovery, design, development, testing, deployment, and ongoing optimization.
• Collaborate directly with customers to understand workflows, business goals, and operational challenges, translating them into effective AI agent solutions.
• Define agent scope, conversation behavior, escalation paths, and success criteria based on customer requirements.
• Design and write agent instructions, prompts, conversation flows, and behavioral logic to create effective customer interactions.
• Build and maintain integrations between AI agents and customer systems, including APIs, CRM platforms, ticketing tools, and internal services.
• Design reliable tool integrations by managing authentication, error handling, edge cases, and data flow requirements.
• Create and maintain evaluation frameworks, test scenarios, and quality benchmarks to improve agent performance.
• Analyze real conversations, logs, and system behavior to identify issues and implement improvements.
• Optimize AI agents for production readiness by improving reliability, latency, cost efficiency, and user experience.
• Monitor live deployments and troubleshoot issues quickly to maintain customer satisfaction.
• Collaborate with product and engineering teams by sharing customer insights, recurring challenges, and opportunities for platform improvements.
• Act as a trusted technical advisor, helping customers successfully adopt and maximize AI-powered solutions.

Requirements:

The ideal candidate is a technically strong engineer who combines software development skills with customer-facing abilities and a passion for artificial intelligence. You should be comfortable working with ambiguity, designing scalable solutions, and collaborating with both technical and non-technical stakeholders.

• Strong experience building and deploying production-grade software systems.
• Experience working with integrations, APIs, endpoints, and distributed systems.
• Ability to understand complex customer workflows and translate business needs into technical solutions.
• Strong knowledge of integration patterns, authentication methods, error handling, and API reliability practices.
• Experience designing structured prompts, instructions, or workflows for large language models and AI systems.
• Ability to evaluate and improve AI-generated outputs through testing, iteration, and quality measurement.
• Comfortable working directly with customers, building trust, gathering requirements, and communicating technical concepts clearly.
• Strong problem-solving skills with the ability to navigate unclear requirements and complex technical challenges.
• Experience with programming languages such as TypeScript, Python, SQL, or similar technologies is a plus.
• Familiarity with conversational AI, voice technology, contact center platforms, or LLM-based applications is highly valuable.
• Experience with AI evaluation frameworks, observability tools, or production monitoring practices is a plus.
• Background in forward-deployed engineering, solutions engineering, technical consulting, or customer-embedded engineering is advantageous.
• Ability to work independently in a remote environment while collaborating effectively with distributed teams.
• A computer science degree is not required; experience gained through systems administration, integration engineering, technical support, or related technical roles is welcomed.

Benefits:

• Fully remote work environment with flexibility and trust to manage your schedule.
• Competitive compensation aligned with impact and experience.
• Equity ownership opportunity in a growing AI-focused organization.
• Comprehensive health and wellness benefits.
• Flexible vacation policy and paid sabbatical opportunities.
• Wellness stipend supporting physical and mental health.
• Technology and learning stipend for conferences, books, courses, and professional development.
• Company-wide offsites and team gatherings designed to strengthen remote collaboration.
• Opportunity to work with cutting-edge AI technologies and real-world enterprise applications.
• Supportive culture focused on ownership, collaboration, learning, and continuous improvement.