Director of Customer Engineering, Agent Builder

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. 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: interfacing with senior technical stakeholders while going deep on agent configuration and build execution.

As Director of Field Engineering, you will lead Decagon’s technical delivery for strategic enterprise customers—owning outcomes across multiple deployments and building the team, playbooks, and operating system required to scale. This is a senior, customer-facing leadership role where you’ll partner with customer executives and technical leaders to define success, translate requirements into delivery plans, and drive launches that measurably impact customer outcomes You’ll work closely with Agent PMs, Agent Success, Engineering, and GTM leadership to create tight feedback loops: driving delivery, surfacing product gaps, and influencing the evolution of Decagon’s agent-building platform based on real enterprise needs. This role is ideal for a leader who thrives in fast-moving environments, enjoys shipping customer-facing technical work, and can balance hands-on problem solving with structured execution at scale