AI Agent Software Engineer - Agent Performance Engineering

Agent Performance Engineering Role

As part of the Agent Performance Engineering team, you'll be working on the core systems that make our AI agents smarter, more accurate, and more capable of handling complex customer interactions. You'll be building the evaluation frameworks, knowledge automation systems, and intelligence optimization tools that directly impact our ability to automate customer support at enterprise scale.

Our Agent Intelligence team is focused on maximizing AI agent performance and driving volume automation across voice, chat, and email channels. This team is vital for our vision of creating the ultimate omnichannel AI customer support agent and represents one of the fastest growing areas both inside our company and across the industry.

We're currently one of the largest companies deploying AI agents in production at massive scale, working with enterprise clients like Canva, Etsy, and Ramp. The engineering challenges are significant and largely unsolved : building sophisticated evaluation systems, automating knowledge generation, optimizing AI agent accuracy, and creating the infrastructure needed to continuously improve agent intelligence at scale.

Responsibilities

Build foundational evaluation infrastructure : Develop comprehensive evaluation systems from the ground up, including golden dataset creation, automated benchmarking, and model comparison tools. You'll help create the frameworks that enable us to measure and optimize AI agent performance across all communication channels.

Automate knowledge generation : Design and implement systems that automatically create synthetic guides, documentation, and metadata to improve agent knowledge bases. You'll work on cutting-edge approaches to knowledge extraction and augmentation.

Optimize AI agent accuracy : Enhance our retrieval systems, implement advanced prompt optimization techniques, and build tools that continuously improve agent responses through automated evaluation and refinement.

Develop intelligence infrastructure : Architect systems that enable rapid model upgrades, A / B testing of different AI approaches, and scalable evaluation pipelines that support enterprise deployment.

Drive volume automation : Focus on the north star goal of maximizing automated resolutions across voice, chat, and email by building the intelligence systems that make it possible.

About You

You might be a good fit if you :

Have 5+ years of experience in software engineering as an individual contributor

Have experience with AI evaluation systems, data pipelines, or AI model optimization

Are passionate about building systems that measure and improve AI performance

Have worked with retrieval systems, knowledge bases, or information extraction

Enjoy building tools and infrastructure that enable other engineers and AI systems to perform better

Are highly ambitious and driven, setting high goals for yourself and others

Put customers first, focusing on solving real problems that impact support quality

Enjoy fast-paced environments and can quickly adjust when new insights emerge

Have a bit of a maverick streak that helps you come up with creative solutions

Have made a noticeable impact on small teams and have solid experience in startups or smaller companies

Stay humble and open to feedback, value teamwork, and are always ready to learn and grow

Technologies You'll Work With

Python / Golang for evaluation systems and data processing

LLMs and prompt optimization frameworks

Vector databases and retrieval systems

AI evaluation and benchmarking tools

Data pipeline and automation infrastructure

Our U.S. Benefits

Generous medical, dental, and vision benefits

Paid company holidays, sick time, and unlimited time off

Monthly credits to spend on each : professional development, general wellness, Assembled customers, and commuting

Paid parental leave

Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices

401(k) plan enrollment