Lead Agent Architect

Parloa; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Parloa in New York, NY is seeking a Lead AI Agent Architect to transform customer service with AI-powered agents. You will lead the design, deployment, and optimization of scalable AI workflows across enterprise users, translating complex requirements into robust, production-ready solutions.

You will work at the intersection of LLMs, conversational design, and enterprise systems, ensuring agents perform reliably, integrate with APIs and CRMs, and deliver measurable impact for high-volume

Qualifications

• 6+ years in a customer-facing, technical role with AI/Conversational AI.
• Hands-on experience in designing and deploying AI agents.
• Proficient with LLM prompting techniques and model behavior optimization.
• Strong analytical skills to break down complex workflows.
• Experience with APIs, enterprise systems, and integrations.
• Proven ability to manage projects and stakeholders.

Responsibilities

• Lead the design and implementation of AI agent solutions translating requirements into scalable workflows.
• Develop and refine LLM-driven agent behavior through prompts, embeddings, and structured flows.
• Ensure reliable performance with guardrails, testing, and data-driven iteration.
• Break down complex processes into model-friendly interactions and optimize flows.
• Integrate AI agents with enterprise systems (APIs, CRMs, backend services).
• Troubleshoot issues across workflows and production environments.
• Collaborate cross-functionally with Engineering, Product, and Customer teams.
• Advise customers on best practices and scale AI solutions across use cases.
• Translate vague business needs into structured solutions and challenge unrealistic requirements.
• Document best practices and contribute to scalable knowledge assets.

Skills

Conversational AI

LLMs

AI Agent Development

APIs & Integrations

Project Management

Stakeholder Management

Job description

About Parloa

Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.

About the Role

As a Lead AI Agent Architect at Parloa, you will play a key role in transforming customer service through AI-powered agents. In this highly customer-facing role, you will lead the design and implementation of AI Agent solutions, helping enterprise customers and partners deliver more efficient, scalable, and intelligent customer experiences.

You will work at the intersection of LLMs, conversational design, and enterprise systems, translating complex requirements into robust, production-ready AI workflows. From early solution design to deployment and optimization, you will ensure agents perform reliably, integrate seamlessly, and deliver measurable impact.

This is your opportunity to design and deploy cutting-edge AI Agents at scale—shaping how enterprise companies leverage LLMs to transform customer experience and operational efficiency.

Areas of Ownership

• Lead the design and implementation of AI agent solutions, translating customer requirements into scalable conversational workflows and architectures

• Develop and refine LLM-driven agent behavior through prompt engineering, embeddings, and structured workflows

• Ensure high-quality, reliable performance through guardrails, testing, and continuous iteration based on data and feedback

• Break down complex processes into model-friendly interactions and optimize conversational flows (e.g., tone, SSML, logic)

• Design and deliver end-to-end solutions by integrating AI agents with enterprise systems (APIs, CRMs, backend services)

• Troubleshoot and resolve issues across workflows, integrations, and system behavior in production environments

• Collaborate cross-functionally with Engineering, Product, and Customer teams to ensure successful delivery and scalability

• Act as a trusted advisor to customers, guiding them on best practices and helping scale AI solutions across use cases

• Translate ambiguous business needs into structured solutions while challenging unrealistic requirements when needed

• Document best practices and contribute to building scalable knowledge and enablement assets across the team

Who You Are

• You bring 6+ years of experience in a customer-facing, technical role, ideally working with conversational AI, LLMs, or AI-driven applications

• You have hands-on experience in conversation design and AI agent development

• You are comfortable working with LLMs, prompting techniques (e.g., chain-of-thought, few-shot), and model behavior optimization

• You have strong analytical and problem-solving skills, with the ability to break down complex workflows into structured solutions

• You are experienced in working with APIs, system integrations, and enterprise architectures

• You bring strong project and stakeholder management skills, with a focus on execution and delivery

• You have a high level of attention to detail, especially when designing and refining conversational flows

Nice to Have:

• Experience with A/B testing and performance optimization of AI systems

• Familiarity with contact center technologies, CX platforms, or automation tools

• Background in enterprise software or large-scale system implementations

Our Recruiting Process:

Talent Acquisition → Technical Screen → Technical Interview(s) → Bar Raiser

Why Parloa?

We're at the beginning of a new era in customer experience, one where AI doesn't just respond, but understands, reasons, and takes action. We're building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren't just support tickets; they're defining experiences. We're here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale and want your work to matter in real, everyday moments, this is where you do it.

At Parloa, ownership isn't a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that's evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.

We've grown beyond the earliest startup phase, but we've kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.

Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we're scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.

Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

Parloa is an e-verify employer in the USA. Please click here to learn more. If you receive an offer of employment from Parloa, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Parloa.

* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.