Director of Customer Engineering, Agent Builder

About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team. About the Team Over the past few years, development of LLMs has evolved at a rapid pace. It’s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require hands-on execution, rigorous iteration, and deep technical delivery to reach enterprise-grade performance. We’re creating an Agent Builder Org: a specialized technical delivery team responsible for end-to-end execution of AI agent builds. Agent Builders own the hands-on work required to deliver best-in-class agents—writing and configuring key components, validating integrations, and ensuring agents perform reliably at scale. This team brings greater specialization and focus to build quality. Agent Builders are technical and customer-facing: interfacing with senior technical stakeholders while going deep on agent configuration and build execution. About the Role As Director of Field Engineering, you will lead Decagon’s technical delivery for strategic enterprise customers—owning outcomes across multiple deployments and building the team, playbooks, and operating system required to scale. This is a senior, customer-facing leadership role where you’ll partner with customer executives and technical leaders to define success, translate requirements into delivery plans, and drive launches that measurably impact customer outcomes. You’ll work closely with Agent PMs, Agent Success, Engineering, and GTM leadership to create tight feedback loops: driving delivery, surfacing product gaps, and influencing the evolution of Decagon’s agent-building platform based on real enterprise needs. This role is ideal for a leader who thrives in fast-moving environments, enjoys shipping customer-facing technical work, and can balance hands-on problem solving with structured execution at scale. In this role, you will - Lead and scale a high-performing delivery org - Own end-to-end execution of AI agent deployments for enterprise customers across a portfolio, from scoping through launch and iteration. - Build, lead, and develop a team of Agent Builders; hire, coach, and set a high bar for quality, velocity, and customer outcomes. - Establish delivery operating rhythms (planning, reviews, retros), capacity planning, and forecasting to ensure predictable execution. - Drive executive-level customer engagements - Interface with senior technical stakeholders and executives to define success criteria, align on constraints (security/compliance), and drive delivery against timelines. - Lead complex escalations and unblock cross-functional teams when quality, timelines, or customer outcomes are at risk. - Translate customer needs into crisp internal documentation and execution plans across Product/Engineering/GTM. - Create repeatable playbooks and scale mechanisms - Define and standardize delivery methodologies and artifacts (e.g., AOP quality bar, launch readiness checklists, iteration loops). - Establish best practices for evaluation and guardrails to ensure safe, compliant, an