Senior Agent Architect – UK

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Parloa

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 Series B on 2024-04

Parloa is a leading global AI company with a vision to make every customer interaction as easy as talking to a friend. We amplify the customer service experience with our AI Agent Management Platform. This enterprise-grade platform automates contact centers by leveraging the full power of generative AI safely & reliably in the context of consumer interactions. It combines highly-skilled personal AI agents that engage in natural and unique conversations with every customer, with AI assistance for human agents when they get on the line. Global brands trust Parloa to connect with their customers, ensuring they feel heard through exceptional experiences that increase satisfaction, encourage sales, and build loyalty. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald with offices in Berlin, Munich, and New York.

📋 Description

• 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.

🎯 Requirements

• 3+ years of experience in enterprise customer-facing roles, with proven expertise in conversation design and AI agent development • 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 • Excellent written and spoken English skills are required.

🏖️ Benefits

• N/A