AI Agent Engineer

Agent Engineer

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

Your role:

We are seeking an Agent Engineer to design, build, and optimize reusable AI agents and workflows using Agent Builder, modern agent frameworks, and enterprise LLM toolkits. In this role, you will create specialized operational agents for ticket analysis, knowledge mining, SLA tracking, CMDB assessments, and automated runbook generation across transition and BAU environments. You will be responsible for ensuring all agents are accurate, testable, secure, grounded, and fully observable, while leveraging production telemetry, evaluation metrics, and SME feedback to continuously refine agent performance.

What you will do:

• Agent Architecture & Workflow Design: Translate AMS process requirements into single and multi-agent workflows using Agent Builder, LangChain, LangGraph, AutoGen, or CrewAI.
• Tool & Memory Implementation: Build advanced agent capabilities including tool calling, function execution, persistent memory, reflection patterns, and human-in-the-loop escalation paths.
• Prompt & Context Engineering: Design system prompts, tool instructions, structured output schemas, and dynamic context-assembly logic for optimal response generation.
• Grounding & Guardrails: Minimize hallucinations by strictly grounding agents to approved sources, enforcing safety guardrails, and applying validation checkpoints.
• Evaluation & Optimization: Construct golden datasets, regression tests, and scoring rubrics to continuously benchmark and tune retrieval, accuracy, and usability.
• AMS Use Case Delivery: Develop specialized agents for ticket triage, knowledge mining, SOP/runbook generation, SLA analysis, and incident pattern discovery.
• Production Engineering & Reliability: Package agents for release with version control, unit tests, automated retry logic, error handling, and fallback mechanisms.
• Observability & Continuous Improvement: Implement telemetry, tracing, and user feedback loops to triage production defects and refine agent performance post-deployment.

Your future at Kyndryl:

The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate, but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry.

Who you are:

You're good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you're open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Experience

• Experience: 5+ years in software, automation, or platform engineering, with 2+ years dedicated to hands-on development of GenAI, LLM, RAG, or AI agent applications (AMS/ITSM experience preferred).
• Agent Platform Mastery: Hands-on experience with Agent Builder or enterprise agent development platforms, including workflow design, tool registration, multi-agent orchestration, and deployment packaging.
• Agent Frameworks & Patterns: Proficiency in agentic patterns (planner, executor, critic, router, memory) using frameworks like LangChain, LangGraph, AutoGen, CrewAI, LlamaIndex, or Semantic Kernel.
• LLM & RAG Ecosystem: Strong knowledge of prompt/context engineering, function calling, JSON schema outputs, vector search, embeddings, re-ranking, and model endpoints (OpenAI, Gemini, Claude, Llama).
• Core Software Engineering: Advanced Python skills, REST APIs (e.g., FastAPI), Git, CI/CD, unit testing, and building observable, fault-tolerant distributed workflows.
• Enterprise ITSM Systems: Understanding of AMS/ITSM domains, including ServiceNow data structures (incidents, problems, CMDB, SLAs), ticket lifecycles, and runbook automation.
• Governance & Reliability: Ability to implement deterministic controls, human-in-the-loop approvals, audit logs, and performance evaluation metrics to minimize hallucinations.
• Key Delivery Track Record: Proven experience producing end-to-end agent assets, from design specifications and prompt configurations to production test suites and release guides.

Preferred Technical and Professional Experience:

• Master Degree & any relevant certification

Being you:

The "Kyn" in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.

What you can expect:

Your career with us isn't just a job—it's an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you'll dive into impactful work that powers the systems our customers rely on every day. You won't just contribute—you'll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We're here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you'll have everything you need to thrive and evolve. You'll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you'll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we're committed to helping you do just that. Ready to make an impact? Join us and help shape what's next.

Get referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.