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About the Role
As Manager, Agent Architecture, you will build and lead a team that transforms customer service with AI Agents, while staying hands-on. You will hire, coach, and set goals for Agent Architects, owning the quality of every AI Agent shipped, with a significant portion of your capacity dedicated to live customer engagements. This is an opportunity to lead at the forefront of enterprise AI, where credibility is earned through direct involvement with the work.
Responsibilities
- Own hiring for Agent Architect roles, run weekly 1:1s, performance reviews, and career conversations.
- Build development plans to foster individual growth.
- Set ramp expectations for new hires and coach Agent Architects on prompt engineering, conversation design, and customer-facing judgment.
- Set team goals and OKRs aligned with Professional Services priorities.
- Manage team capacity and workload across concurrent engagements.
- Surface resourcing tradeoffs early.
- Represent the Agent Architecture team to Sales, Product, Engineering, customers, and partners.
- Personally guide customers through AI Agent implementations, from strategic advice to scoping to end-to-end delivery.
- Serve as the escalation point for degraded agent performance.
- Define and enforce agent quality standards through review.
- Make quality standards repeatable across all live projects.
- Document best practices for internal and external audiences.
- Translate recurring field problems into structured feedback for Product.
Requirements
- Experience leading people, either as a formal manager, team lead, or through sustained mentorship with ownership of a group's growth and output.
- First-time managers with a strong coaching track record are welcome.
- 3+ years of conversation design and AI agent development experience.
- Track record of building scalable solution architecture and conversational experiences grounded in real user needs.
- Skilled in advanced prompt engineering.
- Comfortable integrating REST APIs.
- Experience working with Javascript.
- Strong project and stakeholder management skills.
- Significant experience working with enterprise customers, including in escalated or high-pressure situations.
- Sound judgment on capacity and prioritization, with the ability to articulate reasoning for team capacity decisions.
Skills
- Prompt Engineering
- Conversation Design
- AI Agent Development
- Solution Architecture
- REST API Integration
- Javascript
- Project Management
- Stakeholder Management
Location
- USA
Work Type
- Full-time
Experience Level
- Manager
- 3+ years
About the Company
- Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them.
- Parloa is shaping the foundation of a new era in customer experience with agentic AI, where customer support is about meaningful exchanges.
- Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers.
- Companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI are deploying Parloa at scale.
- We're building agentic AI that enterprises trust with their most important customer moments.
- We are scaling with a clear ambition to become the global category leader in enterprise-grade conversational AI.
- Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital.
- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data.
- All 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.