Software Engineer, Conversational Products & Agent Workflows
Klaviyo · Boston, MA
About this role
**Software Engineer, Conversational Products & Agent Workflows (Customer Agent) — Klaviyo** *At Klaviyo, we value the unique backgrounds, experiences, and perspectives each Klaviyo brings to our workplace. If you’re a close (but not exact) match, we still encourage you to apply.* ## About the Role Klaviyo believes the future of software includes intelligent systems that can take action, learn from outcomes, and improve customer experiences over time. You’ll join the **Customer Agent** team to help build scalable backend systems and AI-powered product experiences that enable agents to: - retrieve context - use tools - take reliable action on behalf of customers This is a **backend-heavy role** with opportunities to contribute to user-facing experiences. You’ll independently own meaningful pieces of larger systems, contribute to technical decisions, and deepen your expertise across backend engineering, applied AI, and production reliability. ## How You Will Make a Difference - Build and improve reliable backend systems and APIs powering AI-driven customer experiences - Develop production agentic features (tool use, context management, retrieval, structured outputs, orchestration, multi-step workflows) - Tackle applied AI challenges across retrieval/RAG, grounding, hallucination mitigation, model selection, and LLM vs deterministic vs hybrid approaches - Create evaluation approaches (representative datasets, automated + human evaluation, regression testing, qualitative error analysis, production signals) - Improve reliability with guardrails, retries, fallbacks, observability, monitoring, and thoughtful failure handling - Build asynchronous/distributed processing workflows to support AI workloads at scale - Participate in an on-call rotation and help diagnose/mitigate production incidents - Partner with external customers and cross-functional teams to understand workflows, identify pain points, and translate feedback into product improvements - Monitor shipped experiences using quality metrics, system performance, and customer feedback ## Who You Are - **3+ years** of professional software engineering experience, with backend systems or distributed applications - Hands-on experience building or contributing to **generative AI / agentic AI applications** (ideally used by real users or in production) - Proficient in **Python**; experience with FastAPI or Django - Experience with async/distributed systems such as **Celery, Kafka, SQS, RabbitMQ, or Redis** - Working knowledge of databases, data modeling, APIs, and persistence patterns - Comfortable with cloud environments (e.g., **AWS**, containers, Kubernetes, infra automation, CI/CD) - Ability to reason about tradeoffs across quality, latency, cost, reliability, and complexity - Comfortable working through ambiguity and breaking down larger problems - Experience with (or strong interest in) working directly with external customers - Motivated to ship useful, reliable products and grow engineering judgment in a fast-evolving space ## Nice to Have - Experience training, fine-tuning, distilling, or adapting ML/language models - Experience with reinforcement learning or feedback-driven optimization - Evaluation infrastructure experience (LLM-as-judge, evaluator calibration, benchmark datasets, AI quality tooling) - Experience operating AI systems at meaningful production scale; optimizing inference cost/latency/throughput ## Compensation & Location Notes (US) - **Base Pay Range (US locat
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