AI Solutions Engineer, Customer Agents

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Create prompts, conversation pathways, knowledge resources, and tool integrations.

• Evaluate comprehensive customer interactions against realistic scenarios and expectations.

• Convert customer challenges into agent behaviors, tools, and workflows.

• Prototype and validate solutions, directly building where appropriate and collaborating with platform engineers when product or infrastructure modifications are necessary.

• Establish scalable testing systems for representative customer scenarios.

• Replicate failures and differentiate between prompt/configuration issues and model or platform problems.

• Utilize customer call outcomes and feedback to propose and implement enhancements for agents.

• Recognize opportunities to enhance agent utility and assess task completion, patient experience, and reduced staff effort.

• Ensure privacy preservation and appropriate human transitions.

• Identify common customer needs and contribute reusable capabilities, implementation strategies, and product roadmap suggestions.

• Collaborate with the Customer Delivery team and platform engineers to enhance healthcare customer outcomes.

⛳️ Requirements

• 3-5 years of practical experience in developing LLM-based agents, conversational experiences, or workflow automations, with specific examples of your work and the testing conducted.

• Familiarity with voice AI, conversation design, speech recognition, or text-to-speech technologies.

• Excellent writing and structured reasoning skills; ability to transform ambiguous requests into clear directives, decision logic, and measurable success criteria.

• Practical programming or scripting skills.

• Comfort in working with APIs, JSON, version control, and logs for building and debugging workflows.

• Methodical troubleshooting skills: investigate, replicate issues, and validate solutions against the actual user experience.

• Strong communication with both technical and non-technical team members, including clarifying dependencies and identifying missing requirements early on.

• Helpful: experience with agent tool calling, evaluation frameworks, or automated scenario testing.

• Helpful: experience in customer implementations, technical support, or converting real-world operational requirements into functional software.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and growth.

• Supportive and collaborative team environment.