About the 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 The Agent Engineering team at Decagon deploys mission-critical AI agents to our customers that impact millions of users and directly drive Decagon’s growth. You will lead a team building on our industry-leading AI agent platform, collaborate directly with customers and help devise long-term, scalable solutions. Our mission is to deliver magical support experiences — AI agents working alongside human agents to help users resolve their issues.
About
the Role As an Engineering Manager on the Agent Engineering team, you’ll lead a group of engineers building and shipping best-in-class AI agents, from initial implementation through continuous iteration. You’ll work directly with leaders across industries like finance, healthcare and hospitality, solving their users’ needs with reliable and intuitive AI agents. Managers here are expected to operate with high ownership and technical depth while helping their teams move quickly and maintain a high quality bar. This role is for someone who enjoys mentoring engineers, partnering closely with customers and diving deep into complex system challenges to build elegant solutions that scale to millions of users. In this role, you will Lead and grow a team of engineers building AI agents that outperform human agents in managing complex customer interactions and driving customer retention Partner directly with enterprise customers to understand their operational pain points and translate them into scalable AI agent solutions Drive execution across the full lifecycle of agent deployments, from initial implementation through continuous iteration and optimization Partner with product, design and research to identify cross-customer trends that guide the evolution of Decagon’s agent platform and research efforts Help define the technical strategy and roadmap for the future of AI-powered customer support Support and mentor engineers through technical guidance, feedback and career development Maintain a high engineering bar while fostering a culture of ownership, velocity and customer obsession Your background looks something like this Have 1+ years of engineering management experience Have 5+ years of industry experience in software engineering Proficiency with Python, Typescript and asynchronous programming Experience leading teams building complex distributed systems or customer-facing products A high degree of comfort digging into system failures within deep technology stacks using any tool necessary Strong communication skills and ability to work directly with enterprise customers Even better Prior experience working with multi-modal models Experience leading teams working on AI systems, LLM applications or agentic workflows
