Customer Engineer, Agent builder

W3 Global Sourcing•New York, NY

11d•Onsite

About The Position

We are representing a high-growth AI software company building enterprise-grade conversational AI agents for leading brands. The platform helps large organizations deploy AI-powered customer experiences across channels such as chat, voice, email, SMS, and other customer interaction workflows. The company is operating in a fast-moving category where technical execution, product quality, and customer impact are central to success. This is a strong fit for someone who enjoys working at the intersection of engineering, customer delivery, product feedback, and applied AI.

Requirements

5 - 10 years of experience in a technical, post-sales, customer-facing role for a complex B2B SaaS product (FDE, SE, SA, Implementation Engineer, Field Engineer, SWE who wants to move to customer-facing)
Can write code (in Python)
Experience working with APIs and building integrations.
Experience building with or around LLMs / AI agents.
Strong technical foundation, working with APIs, and building or validating integrations.
Experience delivering production-grade customer solutions that require structured execution, testing, validation, and iteration.
Ability to communicate clearly with senior technical stakeholders and translate ambiguous requirements into actionable implementation plans.
Strong ownership mindset and comfort operating in fast-moving, ambiguous environments.
Ability to balance hands-on technical execution with customer empathy and structured delivery.
Experience working with complex B2B SaaS products or technical post-sales environments.
Experience building with or around LLMs, AI agents, prompt workflows, evaluations, guardrails, or AI tooling.
Experience with enterprise SaaS integrations such as ticketing systems, CRM platforms, data pipelines, or workflow automation tools.
Familiarity with security, compliance, and reliability considerations in enterprise software deployments.
Computer Science, Engineering, Mathematics, or equivalent technical background.
Product instinct, including the ability to define success metrics, write clear product requirements, and feed customer insights into roadmap discussions.

Responsibilities

Own end-to-end execution of AI agent builds for enterprise customers, from initial scoping through launch and continuous iteration.
Configure agent behavior and maintain key implementation artifacts to improve quality, reliability, and business outcomes.
Design, test, and validate guardrails to support safe, compliant, and predictable AI agent performance.
Set up and validate customer integrations, including ticketing systems, enterprise SaaS tools, workflows, and related deployment requirements.
Work directly with senior technical stakeholders to gather requirements, define success criteria, and drive delivery against timelines.
Translate customer needs into clear internal documentation and feedback for product and engineering teams.
Partner with product, engineering, design, customer success, and go-to-market teams to deliver repeatable, high-quality AI agent implementations.
Surface product gaps and customer insights that help improve the underlying agent-building platform.