Senior Software Engineer, Agent Orchestration

📋 Description

• • Decagon is at the forefront of conversational AI, revolutionizing how brands interact with their customers by enabling them to deliver concierge-level experiences across all communication channels. Our cutting-edge platform empowers industry leaders such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy sophisticated AI agents. These agents are designed to foster personalized, deeply satisfying interactions through voice, chat, email, SMS, and more, moving beyond traditional support models to offer faster resolutions, richer conversations, and stronger customer relationships.
• • We are backed by a distinguished group of investors, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, who share our vision for redefining customer experiences. Decagon operates as an in-office company, fostering a culture of shared commitment to excellence and rapid execution. Our core values – Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle – are the guiding forces behind our collaborative work environment and our continuous growth.
• • The Agent Orchestration team is the engine room of Decagon’s AI agents, responsible for the core execution layer that governs every agent interaction. This critical team builds and maintains the sophisticated systems that coordinate complex model reasoning, meticulously evaluate agent behavior, and ensure unwavering reliability in live customer environments. The team’s primary focus is on achieving unparalleled correctness, steadfast reliability, and exceptional speed. Their work directly influences how Decagon agents plan, make decisions, and execute actions across millions of customer interactions daily.
• • As a Senior Software Engineer on the Agent Orchestration team, you will play a pivotal role in designing, developing, and scaling the foundational systems that dictate how Decagon agents perform under the demanding conditions of the real world. You will be entrusted with tackling complex distributed systems challenges, architecting robust solutions, and establishing the core infrastructure that empowers other teams to enhance agent performance, reliability, and overall quality. This role offers significant autonomy, a direct and measurable impact on our core product, and the unique opportunity to shape the architectural direction of one of the most advanced agent platforms globally.
• • Your responsibilities will encompass building the core execution engine that powers our intelligent agents at an immense scale. This involves designing and implementing highly efficient systems capable of coordinating intricate model reasoning and actions while maintaining stringent performance targets for speed and accuracy. You will be instrumental in enhancing system reliability through the development of advanced testing methodologies, sophisticated observability tools, and robust safeguards to prevent failures. Furthermore, you will construct the essential foundations that enable other engineering teams to safely and continuously evaluate, iterate on, and improve agent behavior, fostering a culture of rapid, data-driven development.
• • This role requires a deep understanding of distributed systems and a passion for building highly scalable, reliable software. You will collaborate closely with product managers, researchers, and other engineering teams to translate complex requirements into elegant and efficient technical solutions. Your contributions will be central to ensuring that Decagon agents not only meet but exceed customer expectations, delivering seamless and intelligent interactions that redefine the standard for customer service. You will be a key player in pushing the boundaries of what's possible with conversational AI, contributing to a product that is actively shaping the future of customer engagement.
• • We are looking for an engineer who thrives in a fast-paced, innovative environment and is eager to take ownership of critical components of our platform. If you are passionate about building systems that operate at scale, have a knack for solving complex technical problems, and are excited by the prospect of working on cutting-edge AI technology, this is the opportunity for you. You will have the chance to mentor junior engineers, contribute to architectural decisions, and leave your mark on a product used by millions of customers worldwide. Your work will directly contribute to Decagon's mission of empowering every brand to deliver exceptional customer experiences through intelligent automation.