Software Engineer, Agent - Tech, Media & Telecom

About usAt Sierra, we’re building a platform to enable every company in the world to build better, more human customer experiences with AI. We partner with industry leaders such SoftBank, Uber, Rivian, CLEAR, and Sutter Health. We are primarily an in-person company based in San Francisco, with growing offices across North America, Europe, and Asia.We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These values are the foundation of our work, and we are committed to upholding them in everything we do.Our co-founders are Bret Taylor and Clay Bavor. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace. About the Tech, Media & Telecom teamWe work with some of the world's most influential and recognizable companies, from global telecommunications providers and leading media brands to technology platforms that power businesses worldwide.We build agents for the moments that matter, helping our customers rise to the occasion when service disruptions, major product launches, or global events like the World Cup drive millions of customer interactions.We bring Sierra’s Horizon vision to TMT by building agents that transform the entire customer relationship:Telecommunications: Turn one of the most frustrating customer experiences into one of the most personal, with agents that understand each subscriber, optimize their plan and savings, anticipate opportunities to add value, and earn their loyalty over time.Media: Turn every subscription into an ongoing, personalized relationship, with agents that help each subscriber get the most from their experience through the right content, offer, plan, and support from their free trial through retention.Technology: Bring the white-glove customer experience traditionally reserved for the largest enterprise accounts to every customer, helping them adopt the product, discover new ways to get value, expand their usage, and successfully renew.What you’ll doDesign anddeliver production-grade AI agents: You'll build and ship highly performant, reliable, and intuitive AI agents that are central, mission-critical and drive revenue directly to Sierra's growth. These aren't prototypes—they are powerful, scalable systems running in production environments across industries like finance, healthcare, and commerce.Drive theAgent Development Life Cycle (ADLC): You'll have complete ownership and autonomy from initial pilot through deployment and continuous iteration. You'll be responsible for building, tuning, and evolving AI agents in production environments, defining the standard for ADLC best practices along the way.Partner with large enterprises and cutting-edge startups: You’ll work directly with leaders at some of the world’s largest enterprises to understand their most pressing business challenges, and build AI agents that transform how they operate at scale. You'll also partner with the most cutting-edge startups in Silicon Valley, embedding AI agents across their entire business stack to drive innovation and efficiency.Build the future of the platform: Your direct work with customers will guide the evolution of Sierra's core platform. You'll surface unmet needs, prototype new tools and features, and collaborate with research, product, and platform to shape the future of AI agent development and Sierra's product.Example projectsThese are some examples of projects that engineers on our team have worked on recently:Create agents that pursue goals over weeks and months, reasoning about when to reach out, which channel to use, and what next action will move a customer relationship forward.Develop personalization and experimentation systems powered by Sierra's Context Engine that combine customer data, behavior, prior conversations, and real-time context to determine the right offer or experience, then learn from every interaction and experiment to autonomously improve personalization over time.Design conversational discovery agents that reason across huge content catalogs and rich subscriber context, using interests, history, entitlements, and the moment at hand to help someone quickly find something they'll actually want to watch, read, or listen to.Build agents that troubleshoot deeply integrated telecommunications and connected-device experiences, reasoning across account, billing, network, and device systems to diagnose issues and take the actions needed to resolve them.Experiment with new voice experiences and Voice Personas tailored to each brand, customer, and moment, bringing the right empathy, energy, and conversational style to everything from navigating a frustrating telecom billing issue to helping someone discover their next favorite show or find the plan that's right for them.What you'll bringExperience building and scaling end-to-end production systems.Strong technical problem-solving skills, especially in fast-changing, ambiguous environments.A builder and tinkerer's mindset with high agency - you find creative ways to overcome obstacles and ship.Comfort working directly with customers to understand their needs and solve real-world problems.Excellent communication skills—clear, direct, and persuasive across technical and non-technical audiences.Excitement in the retail space and a care for helping some of the world’s top brands continue to build brand loyalty with their customers.Even better...Experience building or deploying AI/LLM systems in productionHave been a founder or founding engineer - you know what it means to balance craft, ownership, and speedFamiliarity with tools that power today's AI agents: eval frameworks, agent tooling, RAG pipelines, and prompt engineeringPrior experience with React, TypeScript, and/or GoPrevious roles where you interfaced with customers or led technical projects with external stakeholdersOur valuesTrust: We build trust with our customers with our accountability, empathy, quality, and responsiveness. We build trust in AI by making it more accessible, safe, and useful. We build trust with each other by showing up for each other professionally and personally, creating an environment that enables all of us to do our best work.Customer Obsession: We deeply understand our customers’ business goals and relentlessly focus on driving outcomes, not just technical milestones. Everyone at the company knows and spends time with our customers. When our customer is having an issue, we drop everything and fix it.Craftsmanship: We get the details right, from the words on the page to the system architecture. We have good taste. When we notice something isn’t right, we take the time to fix it. We are proud of the products we produce. We continuously self-reflect to continuously self-improve.Intensity: We know we don’t have the luxury of patience. We play to win. We care about our product being the best, and when it isn’t, we fix it. When we fail, we talk about it openly and without blame so we succeed the next time.Family: We know that balance and intensity are compatible, and we model it in our actions and processes. We are the best technology company for parents. We support and respect each other and celebrate each other’s personal and professional achievements.What we offerWe want our benefits to reflect our values and offer the following to full-time employees:Flexible (unlimited) paid time offMedical, dental, and vision benefits for you and your familyLife insurance and disability benefitsRetirement plan dependent on country of employmentParental leaveFertility and family building benefits through CarrotLunch, as well as delicious snacks and coffee to keep you energized Discretionary benefit stipend giving people the ability to spend where it matters mostFree alphorn lessonsThese benefits are further detailed in Sierra's policies, may vary by region, and are subject to change at any time, consistent with the terms of any applicable compensation or benefits plans. Eligible full-time employees can participate in Sierra's equity plans subject to the terms of the applicable plans and policies.Be you, with usWe're working to bring the transformative power of AI to every organization in the world. To do so, it is important to us that the diversity of our employees represents the diversity of our customers. We believe that our work and culture are better when we encourage, support, and respect different skills and experiences represented within our team. We encourage you to apply even if your experience doesn't precisely match the job description. We strive to evaluate all applicants consistently without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.LocationSan Francisco, CA; New York, NYEmployment TypeFull timeLocation TypeOn-siteDepartmentEngineeringAgent Engineering