Software Engineer, Channels and Experiences
Sierra · San Francisco, CA
About this role
## About Sierra Sierra is the leading platform for customer-facing AI agents, partnering with major brands including **The GAP, Rocket Mortgage, SoFi, Sutter Health,** and **SoftBank** to transform how they serve customers and grow their businesses. We’re primarily an **in-person** company based in **San Francisco**, with growing offices across **North America, Europe, and Asia**. Our culture is guided by **Trust, Customer Obsession, Craftsmanship, Intensity,** and a commitment to **balancing Family**. ## What You’ll Do When someone calls an airline, texts a retailer, or opens their bank’s app and talks to a Sierra agent, **our systems carry that conversation** across channels including **phone calls, SMS, WhatsApp, email, and in-app chat**. This team is building the future of how entire industries operate with AI agents—solving how **AI voice, chat, and messaging** work together at the speed of real conversation, across global communication networks. ### Key Responsibilities - **Multi-modal conversations:** Make one conversation work across **voice, text, and screen** (e.g., talk → type on the go → send a photo → receive a link/form), with the agent remembering and personalizing across modalities. - **Real-feeling AI voice:** Ensure AI calls feel lively and natural across **carriers, telephony networks, and contact centers** worldwide. - **Safe access for personal AI agents:** Help build the **Personal Agent Protocol**, an open standard for enabling personal agents to work safely with companies and Sierra. - **Agent experience inside customer apps:** Build and shape the **ChatKit** experience (native iOS/Android/web components) including voice controls, live waveforms, transcripts, and chat—so it feels native, not like a widget. - **Global routing to the right agent:** Own and build Sierra’s **global telephony stack** (e.g., **SIP, WebRTC, Sierra Voice Protocol**, and integrations with major contact-center platforms) so millions of calls/messages reach the correct agent. - **Support every channel:** Build tools to launch new channels quickly, including **SMS, WhatsApp, RCS, email, LINE, Messenger, Instagram**. ## Ownership Looks Like - **Bias for shipping:** Move fast and finish what you start. - **Curiosity about hard parts:** Go deep on **protocols, edge cases,** and end-to-end **multi-modal** experiences. - **AI-native building:** Use AI tools daily and continuously reinvent how you and your teams build. - **Obsession with details:** Investigate failures and care about both **product experience/pixels** and **latency/reliability**. - **Strong backend fundamentals:** Comfortable across backend, infra, mobile, and web. ## What You’ll Bring - **3+ years** building production software used by real users. - Passion for being on the frontier of **AI products**. - Pride in building **reliable, maintainable, secure** systems that scale. - High-agency, motivated to drive outcomes in a high-autonomy culture. - **4+ years** hands-on experience building production systems. - **Degree in Computer Science** (or related) or equivalent professional experience. ## Even Better (Not Required) - Experience building AI products for **enterprise or consumers** - Experience building native SDKs for **iOS (Swift)** or **Android (Kotlin)** - Experience with **messaging apps, voice apps, or voice agents** - Experience with **SIP, WebRTC, Twilio,** or contact-center platforms - Experience with **real-time, low-latency distributed systems** ## Values -
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