Customer Engineer, Agent Builder (London) at Decagon
Decagon
Customer Engineer, Agent Builder (London)
Full-time On-site London $175K - $230K
About this role
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver
concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s
Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents
that power personalized, deeply satisfying interactions across voice, chat, email, SMS,
and every other channel.
We’re building a future where customer experiences are being redefined from support
tickets and hold music to faster resolutions, richer conversations, and deeper
relationships. We’re proud to be backed by world-class investors who share that vision,
including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with
many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity.
Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and
The Polymath Principle — shape how we work and grow as a team.
About the Team
Over the past few years, development of LLMs has evolved at a rapid pace. It’s not
enough for our customers to just “set it and forget it” when it comes to AI software.
Truly successful AI Agents require hands-on execution, rigorous iteration, and deep
technical delivery to reach enterprise-grade performance.
We’re creating an Agent Builder Org: a specialized technical delivery team responsible
for end-to-end execution of AI agent builds. Agent Builders own the hands-on work
required to deliver best-in-class agents—writing and configuring key components,
validating integrations, and ensuring agents perform reliably at scale. This team brings
greater specialization and focus to build quality. Agent Builders are technical and
customer-facing: you’ll interface with senior technical stakeholders on the customer
side while also going deep on agent configuration and build execution.
About the Role
As a Customer Engineer, Agent Builder, you will be responsible for end-to-end
execution of AI agent builds for strategic customers. This is a highly technical delivery
role where you will own the implementation work required to launch and scale
enterprise-quality agents—partnering with customers and internal teams to define
success, translate requirements into build plans, and deliver agents that meaningfully
impact the customer’s business.
You’ll work closely with Agent PMs, Agent Success, Engineering, and GTM teams to
create tight feedback loops: executing builds, surfacing gaps, and influencing the
evolution of Decagon’s agent-building platform based on real customer needs. This role
is ideal for someone who thrives in fast-moving environments, enjoys shipping
customer-facing technical work, and can balance hands-on execution with structured
thinking.
In this role, you will
Own end-to-end execution of AI agent builds for enterprise customers, from initial
scoping through launch and iteration.
Write and maintain key agent-building artifacts (e.g., AOPs), and configure agent
behavior to optimize quality, reliability, and business outcomes.
Configure and validate guardrails to ensure safe, compliant, and predictable agent
performance across real-world scenarios.
Set up, test, and validate customer integrations (e.g., ticketing systems), including
building tools and workflows needed for successful deployments.
Interface with senior technical stakeholders at customers to define success criteria,
gather requirements, and drive delivery against timelines.
Translate customer needs into clear internal documentation and run tight feedback
loops with Engineering to drive platform improvements.
Partner closely with APMs, Engineering, Design, and Go-To-Market teams to deliver
consistent, repeatable, best-in-class agent builds.
Your background looks something like this
Have (ideally) 5+ years of relevant experience in a technical customer-facing role
(e.g., solutions engineering, forward-deployed engineering, technical consulting,
implementation engineering, technical product/PM, or similar).
Strong technical foundation: comfortable writing code, working with APIs, and
building/validating integrations end-to-end.
Experience delivering production-grade customer solutions that require structured
execution, testing/validation, and iteration.
Ability to communicate clearly with senior technical stakeholders, translate
requirements into implementation plans, and drive delivery.
Comfort working in fast-moving, ambiguous environments where you shape
solutions as much as you implement them.
Even better if you have
Experience building with or around LLMs / AI agents (prompting, evaluation,
guardrails, tooling, workflow design, etc.).
Experience with enterprise SaaS integrations (e.g., ticketing systems, CRM, data
pipelines) and associated security/compliance considerations.
A Computer Science, Engineering, or Math degree, or equivalent technical
experience.
Strong product instinct: ability to write crisp PRDs, define success metrics, and
contribute customer insight back into product roadmap.
5 - 10 years of experience
in a technical, post-sales, customer-facing role for a complex B2B SaaS product (FDE, SE, SA, Implementation Engineer, Field Engineer, SWE who wants to move to customer-facing)
Salary
$175K - $230K
Equity
Competitive equity
Visa sponsorship available
On-site work policy
5 days in-office in London (SF and NYC have separate listings)
Full-time position
Location
London
Report to
https://www.linkedin.com/in/perryha95/
Tech stack
Python
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver
concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s
Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents
that power personalized, deeply satisfying interactions across voice, chat, email, SMS,
and every other channel.
We’re building a future where customer experiences are being redefined from support
tickets and hold music to faster resolutions, richer conversations, and deeper
relationships. We’re proud to be backed by world-class investors who share that vision,
including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with
many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity.
Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and
The Polymath Principle — shape how we work and grow as a team.
Team size
220 employees
Founded
2023
Website
decagon.ai
Visit
Total funding
$231M
Company locations
San Francisco, CA
About the team
Founders
Jesse Zhang | Co-founder & CEO
Ashwin Sreenivas | Co-founder
Tech stack
Python
Paraform
Terms
Privacy