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About the Role
AI is reshaping how we serve homeowners at Point. This role leads the team building AI agents for self-service across voice, email, chat, and SMS. The lead will stay hands-on, set technical direction, and collaborate with Product, Ops, and CX to ship applied AI that customers interact with.
Responsibilities
- Define the AI technical strategy for CX, including evaluating and selecting frameworks, platforms, and vendor solutions.
- Own the technical roadmap for Point's AI-powered customer experience.
- Write code alongside your team, review PRs, prototype new agent capabilities, and debug production issues.
- Partner with Product, CX, and Ops to identify where AI agents can replace or augment manual workflows.
- Establish success metrics for agent performance and use data to prioritize the roadmap.
- Design reliable agent architectures, including orchestration, tool use, guardrails, and fallback handling.
- Lead and grow a small, senior engineering team, setting high expectations and removing blockers.
- Drive observability and reliability across the AI agent stack, leveraging tools like Langfuse.
Requirements
- 7+ years of software engineering experience building and operating production systems.
- At least 2 years leading or managing engineering teams.
- Proven experience developing and shipping LLM-powered, conversational AI, or agentic systems in real-world environments.
- Track record of delivering customer-facing products end-to-end.
- Strong ability to partner with cross-functional stakeholders to translate business needs into scalable technical solutions.
- Deep systems design expertise, with a focus on building reliable, observable, real-time services.
- Demonstrated technical leadership, including guiding architecture decisions and ensuring high-quality execution.
- Experience defining and driving technical strategy and roadmaps for AI-driven, agentic customer experiences.
- Proven ability to hire, mentor, and develop high-performing engineering teams.
- Experience managing and mentoring engineers, driving performance, and building a strong, accountable engineering culture.
- Hands-on experience with LLM and agent development, including prompt engineering, RAG, tool usage, and orchestration frameworks.
- Comfortable making build-vs-buy decisions and rigorously evaluating third-party vendors and platforms.
- Familiarity with conversational AI infrastructure such as telephony, messaging APIs, or chat platforms at scale (preferred).
- Experience with AI/ML evaluation and observability, including instrumentation for quality, drift detection, and continuous improvement (preferred).
Skills
- LLM
- Conversational AI
- Agentic systems
- Prompt engineering
- RAG
- Tool usage
- Orchestration frameworks
- Langfuse
- Telephony (preferred)
- Messaging APIs (preferred)
- Chat platforms (preferred)
- AI/ML evaluation
- Observability
Location
- Remote (U.S.)
- Palo Alto, CA (Hybrid)
Work Type
- Hybrid
- Remote First
Experience Level
- Lead
- Manager
- Senior
Education Level
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
Salary/Compensations
- $234,650 - $259,350
Benefits
- Generous health benefits (medical, dental, vision)
- Unlimited paid time off
- 10 company holidays
- Fully paid parental leave
- 4 weeks of paid transition time after parental leave
- Meaningful equity
- 401K retirement plans
- Guaranteed life insurance
- Short- and long-term disability coverage
- Monthly stipends for internet, mobile plans, and wellness perks
- One-time home office reimbursement
- Company provided equipment (MacBook and monitor)
About the Company
- Point's mission is to make homeownership more valuable and accessible, helping homeowners access their wealth and achieve financial flexibility.
- The company has raised over $175M from investors including Andreessen Horowitz, WestCap, Greylock, and Prudential.
- Point is building a category-defining company in home equity, with a 4.7 Trustpilot rating and an A+ from the BBB, serving over 20,000 customers.
- Point is a Certified Great Place to Work and recognized on the Fortune Best Workplaces list.
- The company fosters a remote-first culture with genuine connection through virtual collaboration and team gatherings.
Equal Opportunity
- Point is proud to be an equal-opportunity employer, providing employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.
- The company believes that a diverse team creates more innovative products, provides better services to customers, and fosters growth and learning.