Senior Agent Architect

Role Description

As a Senior Agent Architect at Parloa, you will play a key role in transforming customer service with AI Agents. In this customer-facing role, you will support the implementation of Parloa's solutions, enhancing customer experiences for clients and partners.

• Using your expertise in Large Language Models (LLMs), Prompt Engineering, NLP & NLU conversational design, and integration platforms, you will craft effective AI workflows and build connections to enterprise systems and ensure quality, performance, and end-to-end operational readiness.
• You will design, prototype, and validate conversational solutions for AI agent deployments, including the integration layer that connects Parloa's platform to customers' existing technology stacks, and guide customers and partners in maximising the value of Parloa's AI solutions.
• This is your opportunity to architect and deliver cutting-edge AI agent solutions while influencing how enterprise customer service evolves in the age of generative AI.

Areas of Ownership

• Scope and implement AI Agent deployments, providing strategic advice and execution support to customers and partners.
• Leverage your knowledge of LLM internals (e.g., embeddings) to analyze customer requirements and design precise prompts for reliable, user-aligned behavior.
• Simplify complex workflows and processes into digestible conversational components, enabling LLMs to handle challenging tasks effectively.
• Fine-tune conversational flows and voice output (e.g., SSML, Lexicons, Regex) to align with customer brand standards.
• Build and configure integrations between customers' systems and Parloa's Platform, connecting external tools (e.g., CRMs, ERPs, ticketing systems, contact center platforms) via integration platforms and APIs to deliver end-to-end enterprise solutions.
• Collaborate with Forward Deployed Engineers on complex or custom integration scenarios that go beyond standard integration capabilities. Identify and solve blockers together with other departments at Parloa (e.g. Product, Agent Integration Engineering, or Sales) and the customer.
• Apply structured testing approaches to validate AI agent behaviour, quality, and performance under real-world conditions. Document best practices, how-to guides, and product capabilities for internal and external audiences, representing the expertise of the Agent Architect team.

Qualifications

• 3+ years of experience in enterprise customer-facing roles, with proven expertise in conversation design and AI agent development to create engaging and intuitive conversational experiences.
• Ability to analyze customer requirements and craft LLM prompts that align with desired outcomes.
• Entrepreneurial mindset with initiative, results orientation, and ability to identify opportunities for impact.
• Proficiency with advanced prompting strategies such as chain-of-thought prompting, few-shot learning.
• Strong project and stakeholder management skills, with passion for meeting milestones and effective communication.
• Analytical and critical thinker with expertise in risk assessment, problem-solving, and strategy, plus solid knowledge of data structures, system integrations, and enterprise APIs.
• Familiarity with API authentication patterns (OAuth, API keys, JWT), data transformation and field mapping logic.
• Proficiency in REST API design, JSON/XML data structures, and API testing tools (Postman, etc.).
• Experience reading and consuming API documentation across enterprise SaaS platforms (CRMs, ERPs, contact center platforms).
• Exceptional attention to detail and logical thinking, with a proven ability to identify and address subtle nuances in conversational flows, ensuring a seamless and engaging user experience.
• Familiarity with A/B testing methods to ensure AI agent performance at scale.

Nice to Have

• Experience building custom connectors via integration platforms such as Paragon (TypeScript).
• Experience with Git-based version control and CI/CD pipelines.
• Familiarity with middleware architecture.

Our Recruiting Process

• Talent Acquisition → Hiring Manager → Technical Interview(s) & Expert Interview → Bar Raiser.

Benefits

• 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: $113,000 — $129,000 USD.

Company Description

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.

Parloa is an e-verify employer in the USA.

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