Senior Software Engineer, Insights

Decagon•San Francisco, CA

15d•$250,000 - $330,000•Onsite

About The Position

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time. Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values— customers are everything , relentless momentum , winner’s mindset , and stronger together —shape how we work and grow as a team. The Insights team builds the product surfaces that help companies understand the conversations their AI agents have with customers. We create tools that uncover customer intents, highlight gaps in agent behavior, analyze voice of customer patterns, and guide teams toward writing better AOPs and improving overall agent quality. The team owns products like Insights, Watchtower, Suggestions, and AskAI. We focus on clear explanations, intuitive visualizations, and workflows that allow users to understand and act on information quickly. This product area has a significant opportunity to shape how customers learn from their data and improve their agents. As a Senior Software Engineer on the Insights team, you will design and build the user facing tools that turn conversations into meaningful understanding. You will work across backend and frontend surfaces to deliver intuitive experiences that help CX teams, APMs, and product leaders diagnose issues, discover new intents, and understand customer sentiment. This role is ideal for engineers who love building polished product experiences supported by strong analytical logic. You will solve ambiguous product problems and work closely with design, PM, and Agent Engineering to define how insight generation should feel inside Decagon.

Requirements

5+ years of engineering experience building customer-facing products
Proficiency with Typescript, Python and asynchronous programming
Strong product sense and ability to solve vague analytical problems
Experience creating clear, effective visualizations or UI for complex information
Experience working with relational or analytical databases to aggregate data at scale
Ability to collaborate with Product, Design, and Data Science to drive product direction

Nice To Haves

Experience with analytics products, conversation intelligence, or UX for insights
Experience working on products that help users understand behavior or improve workflows
Experience with LLM applications or agent-driven systems
Experience building experimentation or observability products

Responsibilities

Build user-facing features that help teams understand customer intents, sentiment, and voice of customer signals
Design intuitive visualizations and workflows that help APMs and CX teams write better AOPs and identify improvement opportunities
Create tools that highlight gaps in agent behavior, explain performance issues, and surface actionable recommendations
Build product experiences that make it simple to explore conversations and understand why agents behave the way they do
Work across the stack to deliver fast, reliable, and polished insights products that customers rely on daily