Lead Agent Architect

Parloa; New York, Northern (NY, KY); Hybrid; USD 196,000 - 223,000; Full time

Benefits offered by this job

Equity package

Job summary

Parloa is seeking a Lead AI Agent Architect to transform customer service with AI-powered agents. You will design and implement scalable AI agent solutions, translating complex needs into robust conversational workflows and enterprise integrations.

You will drive LLM-driven agent behavior, perform prompt engineering, and ensure reliable performance through testing and data-driven iteration. This role combines design, deployment, and advisory work at scale.

Qualifications

• 6+ years in a customer-facing, technical role with conversational AI, LLMs, or AI-driven apps.
• Hands-on experience in conversation design and AI agent development.
• Proficient with LLM prompting techniques and model behavior optimization.
• Strong analytical and problem-solving skills; can break down complex workflows.
• Experience with APIs, system integrations, and enterprise architectures.

Responsibilities

• Lead design and implementation of AI agent solutions for enterprise customers.
• Refine LLM-driven agent behavior through prompts and structured workflows.
• Ensure reliable performance with guardrails, testing, and data-driven iteration.
• Integrate AI agents with enterprise systems (APIs, CRMs, backend services).
• Collaborate with Engineering, Product, and Customer teams for scalable delivery.
• Advise customers on best practices and scale AI solutions across use cases.

Skills

Conversational AI

LLMs

AI agent development

Prompt engineering

APIs & system integrations

Stakeholder management

Analytical problem solving

Customer-facing experience

Tools

APIs

CRM integrations

Enterprise architectures

SSML design

Job description

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, 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

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.

Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package.

Salary Range

$196,000 - $223,000 USD

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.

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