Lead Engineer, Applied AI (Customer Agent)
Klaviyo · Boston, MA
About this role
## Lead Engineer, Applied AI (Customer Agent) ### About the Team Klaviyo’s Engineering team builds the AI systems that power how brands run their businesses. The Customer Agent team is based in Boston and works in-office. You’ll help build a conversational AI system that lets brands serve their own customers at a scale no human support team could match. The team is past the demo stage: it ships changes against live customer traffic, measures quality with real evaluation frameworks, and treats reliability as a product feature. ### About the Role As a **Lead Engineer**, you’ll set the technical and product direction for a core area of Customer Agent end to end. You’ll build a **0-to-1 agentic product** with startup speed and ownership, while staying hands-on with the hardest problems. This is a lead role with a wide footprint across the agentic product—**from orchestration to governance**—and the scope will grow based on where the product is when you join. ### How You’ll Make an Impact - Set the technical and product direction for a core area of Customer Agent, from architecture through production, and contribute to the direction of the platform overall. - Own the hardest technical problems in your area: orchestration, evaluation, guardrails, memory & context, and failure handling for non-deterministic systems. - Write and ship code, review designs, and make the hard calls in your area when there’s no obvious answer.
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