Director of Customer Engineering, Agent Builder

SupportFinity™

San Francisco (CA)

On-site

USD 250,000 - 320,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision benefits

Take what you need vacation policy

Daily lunches, dinners and snacks in a

Job summary

Decagon is seeking a Director of Field Engineering to lead our enterprise delivery for AI agent deployments. You will own outcomes across deployments, build the team, and create the playbooks and operating system needed to scale.

You will partner with executive stakeholders and cross-functional teams to define success, translate requirements into delivery plans, and drive launches that boost customer outcomes at speed and reliability.

Qualifications

10+ years in technical, customer-facing roles.
5+ years of people management including hiring and performance management.
Strong technical foundation with APIs, integrations, and complex systems.
Experience delivering production-grade customer solutions requiring structured execution.
Ability to communicate clearly with senior technical stakeholders and translate requirements.
Able to operate in fast-moving, ambiguous environments and build structure while maintaining momentum.

Responsibilities

Lead end-to-end AI agent deployments for enterprise customers across a portfolio.
Build, lead, and develop a team of Agent Builders; hire, coach, and set a high bar for quality and velocity.
Establish delivery operating rhythms (planning, reviews, retros), capacity planning, and forecasting.
Interface with senior technical stakeholders and executives to define success criteria and timelines.
Translate customer needs into internal documentation and execution plans across Product/Engineering/GTM.
Define and standardize delivery methodologies and artifacts for consistency and quality.
Identify platform gaps and drive prioritization with Engineering and Product leadership.

Skills

Leadership experience

Technical delivery

Executive communication

Enterprise SaaS

LLM/AI experience

Tools

APIs

CRM integrations

Data pipelines

Job description

Director of Customer Engineering, Agent Builder

Decagon |

Decagon | Posted Mar 9

Full-time

Unknown

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

About The Team

Over the past few years, development of LLMs has evolved at a rapid pace. It’s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require hands‑on execution, rigorous iteration, and deep technical delivery to reach enterprise‑grade performance. We’re creating an Agent Builder Org : a specialized technical delivery team responsible for end-to-end execution of AI agent builds. Agent Builders own the hands‑on work required to deliver best‑in‑class agents—writing and configuring key components, validating integrations, and ensuring agents perform reliably at scale. This team brings greater specialization and focus to build quality. Agent Builders are technical and customer‑facing: interfacing with senior technical stakeholders while going deep on agent configuration and build execution.

About The Role

As Director of Field Engineering, you will lead Decagon’s technical delivery for strategic enterprise customers—owning outcomes across multiple deployments and building the team, playbooks, and operating system required to scale. This is a senior, customer‑facing leadership role where you’ll partner with customer executives and technical leaders to define success, translate requirements into delivery plans, and drive launches that measurably impact customer outcomes. You’ll work closely with Agent PMs, Agent Success, Engineering, and GTM leadership to create tight feedback loops: driving delivery, surfacing product gaps, and influencing the evolution of Decagon’s agent‑building platform based on real enterprise needs. This role is ideal for a leader who thrives in fast‑moving environments, enjoys shipping customer‑facing technical work, and can balance hands‑on problem solving with structured execution at scale.

In this role, you will

Lead and scale a high‑performing delivery org
- Own end‑to‑end execution of AI agent deployments for enterprise customers across a portfolio, from scoping through launch and iteration.
- Build, lead, and develop a team of Agent Builders; hire, coach, and set a high bar for quality, velocity, and customer outcomes.
- Establish delivery operating rhythms (planning, reviews, retros), capacity planning, and forecasting to ensure predictable execution.
Drive executive‑level customer engagements
- Interface with senior technical stakeholders and executives to define success criteria, align on constraints (security/compliance), and drive delivery against timelines.
- Lead complex escalations and unblock cross‑functional teams when quality, timelines, or customer outcomes are at risk.
- Translate customer needs into crisp internal documentation and execution plans across Product/Engineering/GTM.
Create repeatable playbooks and scale mechanisms
- Define and standardize delivery methodologies and artifacts (e.g., AOP quality bar, launch readiness checklists, iteration loops).
- Establish best practices for evaluation and guardrails to ensure safe, compliant, and predictable agent performance in real‑world scenarios.
- Improve tooling and processes to reduce time‑to‑launch and increase reliability across deployments.
Influence the platform roadmap through deployment insights
- Identify recurring product/platform gaps and drive prioritization with Engineering and Product leadership.
- Partner with internal teams to turn real customer needs into platform improvements that compound across deployments.

Your background looks something like this

10+ years of relevant experience in technical, customer‑facing roles (e.g., forward‑deployed engineering, solutions engineering, technical consulting, implementation engineering, technical product/PM, or similar).
5+ years of people management experience, including hiring, coaching, performance management, and building high‑performing teams; ideally experience leading senior ICs and/or managers.
Strong technical foundation—comfortable working with APIs, integrations, and complex systems; able to go deep to diagnose issues and guide solution architecture.
Experience delivering production‑grade customer solutions that require structured execution, testing/validation, and iteration.
Ability to communicate clearly with senior technical stakeholders, translate requirements into execution plans, and drive delivery.
Comfort operating in fast‑moving, ambiguous environments where you build structure while maintaining momentum.

Even better if you have

Experience deploying LLM‑based products or AI agents in production (prompting, evaluation, guardrails, tooling, workflow design).
Experience with enterprise SaaS integrations (e.g., ticketing systems, CRM, data pipelines) and security/compliance considerations.
Strong product instincts—ability to define success metrics, write crisp requirements, and contribute customer insight back into product roadmap.
Experience scaling a delivery function from high‑touch execution to repeatable playbooks and durable operating cadence.

Benefits