AI Agent Engineer

Role overview

AI agent engineering

• Architect and integrate AI agent systems from concept through deployment.
• Build agents through use-case scoping and prompt engineering, then deploy them into operational workflows.
• Develop automation pipelines and integrations with systems such as Salesforce.
• Create data pipelines for agent context, including Value Erosion signals and automated action plays.
• Build diagnostics for Value Erosion, product defects, and unresolved cases with repeated support touchpoints.
• Collaborate on LLM, RAG, and API integrations into the Intelligent Front Door.
• Instrument agents for observability and evaluate quality and readiness for automation.
• Test agents against Confidence Gates and produce technical documentation and runbooks.

Journey governance and enablement

• Identify customer-journey insertion points where agents can automate adoption tasks and increase Cohort Leader capacity.
• Lead the Delight Audit of human and agent interactions to identify product, support, and experience improvements.
• Identify Value Creation opportunities by improving customer education and knowledge.
• Own the Agent Health Dashboard, tracking accuracy, adoption, Value Enhancement Score, and time to resolution.
• Roll out agents to frontline CSMs and Support teams and translate audit findings into feedback for Product, Support, and Data Intelligence.
• Automate drafting knowledge-base articles from resolved cases.

Candidate qualifications

• Proven experience building and deploying AI agents or intelligent automation in a customer-facing environment.
• Hands-on LLM experience, including prompt engineering, tool or function calling, and agentic design patterns.
• Experience with governance frameworks, testing protocols, or AI audit processes.
• Familiarity with workflow automation platforms such as n8n, Make, or similar.
• Ability to work with APIs, webhooks, and CRM data such as Salesforce.
• Strong systems thinking, comfort with ambiguity, and ability to collaborate across functions and communicate technical decisions to nontechnical stakeholders.

Location and work arrangement

• The role is based in Ottawa, Canada, with a hybrid work arrangement.

Compensation

• Anticipated base salary is CAD 92,700–116,000 per year; final compensation depends on job-related and organizational factors.