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About the Role
Build and lead a team of AI Agent Architects, transforming customer service with AI. This role involves hands-on contribution, team leadership, and ensuring the quality of AI Agent deliveries.
Responsibilities
- Own hiring for Agent Architect roles, run 1:1s, performance reviews, and career conversations.
- Build development plans to foster team growth.
- Set ramp expectations for new hires and coach team members 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.
- Represent the Agent Architecture team to Sales, Product, Engineering, customers, and partners.
- Guide customers through AI Agent implementations, from strategic advice to scoping and end-to-end delivery.
- Serve as the escalation point for degraded agent performance.
- Define and enforce agent quality standards.
- Make quality standards repeatable across live projects.
- Document best practices for internal and external audiences.
- Provide structured feedback to Product based on recurring field problems.
Requirements
- Experience leading people, either as a formal manager, team lead, or through sustained mentorship.
- 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.
Skills
- AI Agents
- Prompt Engineering
- Conversation Design
- 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.
- Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers.
- Companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI deploy Parloa at scale.
- Parloa is at the beginning of a new era in customer experience where AI understands, reasons, and takes action.
- Parloa builds agentic AI that enterprises trust with important customer moments.
- Parloa aims to raise the standard for customer interactions, making them seamless, intelligent, and helpful.
- Ownership at Parloa means being accountable for outcomes.
- Parloa operates in a fast-evolving category with high bars and complex problems.
- Parloa hires people who think in solutions, communicate with clarity, and follow through.
- Parloa has kept the intensity of a startup with fast execution, direct feedback, and meaningful contribution expectations.
- Parloa is backed by investors like General Catalyst, EQT Ventures, and Altimeter Capital.
- Parloa's ambition is to become the global category leader in enterprise-grade conversational AI.
- Parloa is committed to upholding the highest data protection standards for client and employee data.
- All employees are instrumental in ensuring 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.