Agentic Engineer II - AI Agents (Customer Agents)

Wati Dot I O; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Wati is seeking a hands-on Senior Software Engineer to build customer-facing AI agents and the shared platform capabilities that power them at scale. You will collaborate with product, design, and platform engineers to translate LLM capabilities into reliable customer experiences.

This senior individual-contributor role focuses on shipping end-to-end product capabilities, making pragmatic technical decisions, and strengthening the foundation as the product grows.

Qualifications

• 4-7 years of software engineering experience with backend or full-stack foundations.
• Experience shipping production systems with Python, TypeScript, or similar languages.
• Practical experience building LLM-powered applications, such as RAG, tool calling, agents, evaluation systems, or AI workflow automation.
• Strong ownership and debugging skills, and comfort working across product and infrastructure boundaries.
• Sound engineering judgment around reliability, privacy, latency, and cost in customer-facing systems.
• Clear written and spoken communication in a fast-moving, collaborative team.

Responsibilities

• Build and operate customer-agent capabilities, including conversation flows, knowledge retrieval, tool calling, human handoff, and messaging-channel integrations.
• Develop reliable LLM application services: prompts, context management, RAG, guardrails, fallback behavior, and structured tool execution.
• Build evaluation and observability workflows that measure answer quality, task success, latency, cost, and common failure modes.
• Partner with product, design, and customer-facing teams to turn real customer problems into shipped agent experiences.
• Improve the shared agent platform where needed: reusable primitives, APIs, testing, deployment, monitoring, and developer experience.
• Contribute to technical design and raise engineering quality through thoughtful implementation and code reviews.

Skills

Python

TypeScript

LLM apps

Backend

Observability

Debugging

Cross-functional

Job description

About Wati

Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support - on WhatsApp, Instagram, Facebook, TikTok, SMS, and more.

Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and our intelligent AI layer, Astra.

Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google.

Wati, the AI-Powered Customer Engagement Platform for Revenue Growth.

About the Role

We are hiring a hands-on Senior Software Engineer to build customer-facing AI agents and the shared platform capabilities that make them work at scale. You will work closely with product, design, and platform engineers to turn LLM capabilities into reliable, measurable customer experiences.

This is a senior individual-contributor role for a builder: someone who enjoys shipping end-to-end product capabilities, making pragmatic technical decisions, and improving the foundations as the product grows.

What You Will Do

• Build and operate customer-agent capabilities, including conversation flows, knowledge retrieval, tool calling, human handoff, and messaging-channel integrations.
• Develop reliable LLM application services: prompts, context management, RAG, guardrails, fallback behavior, and structured tool execution.
• Build evaluation and observability workflows that measure answer quality, task success, latency, cost, and common failure modes.
• Partner with product, design, and customer-facing teams to turn real customer problems into shipped agent experiences.
• Improve the shared agent platform where needed: reusable primitives, APIs, testing, deployment, monitoring, and developer experience.
• Contribute to technical design and raise engineering quality through thoughtful implementation and code reviews.

Requirements

What We Are Looking For

• 4-7 years of software-engineering experience, with strong backend or full-stack foundations.
• Experience shipping production systems with Python, TypeScript, or similar languages.
• Practical experience building LLM-powered applications, such as RAG, tool calling, agents, evaluation systems, or AI workflow automation.
• Strong ownership and debugging skills, and comfort working across product and infrastructure boundaries.
• Sound engineering judgment around reliability, privacy, latency, and cost in customer-facing systems.
• Clear written and spoken communication in a fast-moving, collaborative team.

Nice to Have

• Experience with multi-tenant SaaS, conversational products, messaging platforms, or customer-support automation.
• Experience with LLM gateways, model providers, observability, experimentation platforms, or AI evaluation.
• Experience with voice or realtime AI.