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About the Role

As a Senior Agent Architect, 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.

Responsibilities

• Scope and implement AI Agent deployments, providing strategic advice and execution support to customers and partners.
• Leverage 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.
• Identify and solve blockers 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.

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.
• 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.
• Familiarity with A/B testing methods to ensure AI agent performance at scale.
• Excellent written and spoken English skills are required.

Skills

• Large Language Models (LLMs)
• Prompt Engineering
• NLP & NLU conversational design
• Integration platforms
• Conversational design
• AI agent development
• LLM internals (e.g., embeddings)
• SSML
• Lexicons
• Regex
• CRMs
• ERPs
• Ticketing systems
• Contact center platforms
• APIs
• API authentication patterns (OAuth, API keys, JWT)
• Data transformation
• Field mapping logic
• REST API design
• JSON/XML data structures
• API testing tools (Postman, etc.)
• Enterprise SaaS platforms
• A/B testing methods

Experience Level

• Senior

About the Company

• Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them.
• As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience - one where customer support is no longer transactions, but meaningful exchanges.
• Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.
• 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.

Equal Opportunity

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