Senior Software Engineer, Product
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 being redefined—from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. 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. ## About the Team Product Engineering at Decagon builds all aspects of the platform our customers use to create, operate, and improve their AI agents. We turn work that currently requires an engineer into product that a CX team can run themselves. This team is core to how Decagon scales. The frameworks we build support every agent we have in production, each with its own workflows, data, and constraints. We build the agents too—so a failure mode we debug in production becomes a guardrail, an eval, or tooling that catches it everywhere. Our agents run for companies like Hertz, American Airlines, and Notion across chat, voice, email, and SMS. ## About the Role You’ll design and build the systems that let customers configure, train, test, and monitor sophisticated AI agents with confidence. That means strong engineering underneath, and abstractions on top that hold up across different use cases without forking per customer. You’ll work day to day with product and design—joining discovery, defining requirements, reviewing designs, and iterating through launch. You’ll stay close enough to customers to understand their use cases in depth and ensure what you’re building is actually right for them. Engineers here own features end to end—from technical architecture through deployment and the iteration after it. ### In this role, you will - Eliminate manual work by building self-serve functionality for agent configuration, training, and deployment - Design configuration abstractions that balance power and simplicity, handling diverse enterprise use cases while staying usable by non-technical teams - Build AI-powered tooling that lets CX and ops teams create and manage complex agent workflows without writing code - Build monitoring, tracing, and analytics that surface actionable signal, so customers can see where an agent is failing and why - Handle agentic systems at scale; your work will touch critical flows for Fortune 100 companies - Run evaluations on new text and voice models, then integrate the ones that win into production traffic ## Your background and skillset - 4+ years building software products, with strong product thinking - Proficient in Python, comfortable working across the entire stack - Experience translating complex technical capabilities into simple, usable interfaces - Complex systems instincts, including asynchronous programming and the failure modes that only appear at scale - Strong debugging skills in deep technology stacks - A knack for turning customer asks into clear, well-scoped product and technical specs - Judgment about when to ship fast and when to slow down and build it correctly ## Even better - Background with
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