Engineering Manager, Agent Orchestration
Decagon · San Francisco
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 redefined—from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re an in-office company, driven by values including **Just Get It Done**, **Invent What Customers Want**, **Winner’s Mindset**, and **The Polymath Principle**. ## About the Team The **Agent Orchestration** team builds the runtime and model orchestration layer that powers Decagon’s agents in production. This orchestration layer turns **workflows, tools, and guardrails** into a **reliable, low-latency, delightful** experience for end users. At the core of this work is the **agent harness**—the routing, execution logic, tool orchestration, and control-plane systems that determine how an agent behaves in a live conversation. The team owns the full execution lifecycle of each conversation—from selecting workflows and orchestrating multiple models (e.g., router/planner/supervisor patterns), to coordinating tool calls, enforcing safety constraints, and communicating back to the user. They operate across both: - **Real-time systems** (e.g., voice interactions with strict latency requirements) - **Longer-horizon execution** (supporting more complex reasoning and workflows) This is highly experimental, frontier-style engineering: the team analyzes real-world failures, builds feedback loops through offline evaluation and online experimentation, and iterates quickly to improve quality, reliability, and capability. ## About the Role — Engineering Manager, Agent Orchestration Decagon is looking for an **Engineering Manager** to lead the **Agent Orchestration** team. This is a highly technical **player/coach** leadership role at the core of Decagon’s product. You’ll lead the team responsible for the **runtime and control plane** that powers every agent interaction—coordinating model reasoning, tool use, and evaluation in production—and own the technical strategy and delivery for the orchestration engine behind every customer conversation. You’ll hire and develop a high-performing team while staying close to **architecture, debugging, and reliability**. You’ll partner with **Research, Infrastructure, Product Engineering, and Agent SWE** to translate frontier model improvements into predictable, safe, and scalable agent behavior in real customer environments. ### What you’ll do - Build, lead, and develop a high-performing team (hiring, coaching, performance management) - Own the technical strategy and roadmap for Decagon’s orchestration engine, balancing speed with correctness and safety - Drive architecture for systems that coordinate complex reasoning and action flows at scale - Set reliability, testing, and observability standards across the orchestration stack, and build an operating cadence that prevents repeated incidents - Create frameworks and guardrails that enable fast, safe iteration on agent behavior, evaluation, and rollout - Partner with Product, Research, and Infrastructure to define requirements, navigate tradeoffs, and ship multi-quarter initiatives
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