Remote AI Agent Tech Lead & Manager — Scale CX

Point; Palo Alto (CA); Remote; USD 120,000 - 163,000; Full time

Job summary

Point is seeking a Technical Lead Manager in Palo Alto to lead a small, senior team building AI-powered customer experiences across voice, email, chat, and SMS. You will stay hands-on in code, define technical direction, and work with Product, Ops, and CX.

You will define the AI strategy for CX, own the roadmap, write code, review PRs, mentor engineers, and drive observability with Langfuse to ensure reliable production systems.

Qualifications

• 7+ years of software engineering experience with production systems
• 2+ years leading or managing engineering teams
• Proven experience shipping LLM-powered or agentic systems
• Experience partnering with Product, Ops, and CX to deliver impact
• Strong systems design for reliable, observable, real-time services
• Hands-on experience with LLM/agent development and orchestration tools

Responsibilities

• Define AI technical strategy for CX, evaluate frameworks and platforms
• Own the technical roadmap for AI-powered customer experience
• Write code, review PRs, prototype agent capabilities
• Collaborate with Product, CX, Ops to automate workflows
• Establish success metrics for agent performance and roadmap prioritization
• Design reliable agent architectures for production scale
• Lead and grow a senior engineering team with accountability
• Drive observability and reliability across the AI stack using tools like Langfuse

Skills

Leadership

LLM-powered AI

Agent development

Observability

Cross-functional collaboration

Hands-on coding

Langfuse experience

Education

Bachelor's or Master's in Computer Science, Engineering, or related field

Tools

Langfuse

Job description

Point is seeking a Technical Lead Manager in Palo Alto to lead a small, senior team building AI-powered customer experiences across voice, email, chat, and SMS. You will stay hands-on in code, define technical direction, and work with Product, Ops, and CX.

You will define the AI strategy for CX, own the roadmap, write code, review PRs, mentor engineers, and drive observability with Langfuse to ensure reliable production systems.