At a Glance
- Tasks: Own the architecture and execution of AI agent builds for enterprise customers.
- Company: Join Decagon, a leading conversational AI platform with elite backing.
- Benefits: Competitive salary, equity options, and a dynamic work environment.
- Other info: Work in a collaborative office environment with excellent career growth opportunities.
- Why this job: Make a real impact in a fast-growing team and shape the future of AI.
- Qualifications: 3-5 years of technical customer-facing experience and strong Python skills required.
The predicted salary is between 110000 - 150000 £ per year.
Decagon is the leading conversational AI platform, empowering brands to deliver concierge customer experiences — deploying AI agents across voice, chat, email, SMS, and every other channel to replace support tickets and hold music with faster resolutions. Public customers include Avis Budget Group, Cash App and Square, Chime, Oura Health, and Hunter Douglas. It is an in-office company built around values of Just Get It Done, Invent What Customers Want, Winner's Mindset, and The Polymath Principle.
Why Candidates Should Join:
- Category-leading platform with elite backing: a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, powering agents for Avis Budget Group, Cash App/Square, Chime, Oura, and Hunter Douglas.
- Ground-floor on a brand-new org: the Agent Builder team was stood up earlier this year and is only 7–8 people in seat — real influence over how the team and Decagon's agent-building platform evolve.
- Genuine technical depth, not a CS seat: ~50/50 (up to 60/40) split of hands-on build (agentic logic, guardrails, integrations, eval frameworks) and customer-facing delivery, owning enterprise agent builds end-to-end.
The Role:
The Customer Engineer, Agent Builder is a post-sales, deployed engineer who owns end-to-end execution of AI agent builds for strategic enterprise customers — a highly technical delivery role split roughly 50/50 (or 60/40) between hands-on build and customer-facing engagement, depending on where each customer sits in its lifecycle. It sits inside a newly formed Agent Builder org (stood up earlier this year, 7–8 in seat) working in tight feedback loops with Agent PMs, Agent Success, Engineering, and GTM. Travel is rare.
What You'll Be Doing:
- Own end-to-end architecture and execution of AI agent builds for enterprise customers — systems design and scoping through implementation, evaluation, and production deployment.
- Design and engineer the core agentic logic governing agent behaviour, plus layered guardrails and supervisory controls for safe, compliant, predictable performance across non-deterministic outputs.
- Architect, build, and test integrations with customer systems (data pipelines, CRMs, ticketing systems) — the tools, APIs, and workflows needed for reliable deployment at scale.
- Interface with senior technical stakeholders at customers to define success criteria and system requirements, and drive technical delivery against timelines.
- Diagnose, debug, and resolve probabilistic and technical failures via root-cause analysis, and design evaluation and regression-testing frameworks that guard against performance drift.
Tech stack: Python (core); LLM / AI-agent tooling (prompting, evaluation, guardrails, workflow design); enterprise integrations (CRMs, ticketing systems, data pipelines, APIs).
Requirements:
- 3 to 5 years technical customer-facing experience, post-sales.
- Strong Python proficiency (hard requirement).
- CS or adjacent quantitative degree preferred.
- LLM / AI agent build experience a plus.
Green Flags:
- Software engineer or forward-deployed engineer pivoting intentionally into customer-facing, post-sales delivery.
- Strong, demonstrable Python ability with end-to-end integration work, comfortable coding without AI assistants.
- Track record of delivering production-grade customer solutions requiring structured execution, testing, and iteration.
- Clear communicator who can be walked into a room with senior executives without hand-holding.
- CS degree from a strong program and hands-on experience building with LLMs or AI agents (prompting, evaluation, guardrails, tooling).
Red Flags:
- Wants to pivot toward pre-sales rather than own post-sales technical delivery.
- Weak or unproven Python, or reliance on AI coding assistants to produce working code.
- Purely operational or IT-management background that does not transfer to hands-on engineering.
Role Details:
- Salary — £110,000–£150,000
- Equity — Competitive equity
- On-site policy — In-office, 5 days per week
- Visa sponsorship — None available
- Employment type — Full-time
- Location — London Borough of Brent, GB
Interview Process:
- Stage 1 — Pending Approval — Candidates awaiting initial approval.
- Stage 2 — Application Review.
- Stage 3 — Qualified / Holding.
- Stage 4 — Recruiter / HM Screen.
- Stage 5 — Initial Screen.
- Stage 6 — Take Home.
- Stage 7 — Onsite — Includes live Python assessment (no AI coding assistants permitted).
- Stage 8 — Debrief.
- Stage 9 — Reference Check.
- Stage 10 — Closing.
- Stage 11 — Offer.
- Stage 12 — Hired — Candidate accepts and starts.
Decagon — Customer Engineer, Agent Builder (London) employer: DavidJoseph&Co
Decagon is an exceptional employer, offering a unique opportunity to join a rapidly growing team in the heart of London. With a strong focus on innovation and collaboration, employees benefit from a dynamic work culture that encourages creativity and technical excellence, alongside competitive compensation and equity options. The chance to influence the development of cutting-edge AI solutions while working closely with industry leaders makes Decagon a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Decagon — Customer Engineer, Agent Builder (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DavidJoseph&Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DavidJoseph&Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Decagon — Customer Engineer, Agent Builder (London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DavidJoseph&Co:Your cover letter is your chance to shine! Tell us why you want to work at DavidJoseph&Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DavidJoseph&Co!
How to prepare for a job interview at DavidJoseph&Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
