Decagon · 16 hours ago
Director of Field Engineering, Agent Builder
San Francisco, CA
Full-time
Onsite
Director/Executive
$250K/yr - $320K/yr
10+ years expDecagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. 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.
Artificial Intelligence (AI)Generative AISoftware
Responsibilities
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, and predictable agent performance in real-world scenarios
Improve tooling and processes to reduce time-to-launch and increase reliability across deployments
Influence the platform roadmap through deployment insights
Identify recurring product/platform gaps and drive prioritization with Engineering and Product leadership
Partner with internal teams to turn real customer needs into platform improvements that compound across deployments
Qualification
Required
10+ years of relevant experience in technical, customer-facing roles (e.g., forward-deployed engineering, solutions engineering, technical consulting, implementation engineering, technical product/PM, or similar)
5+ years of people management experience, including hiring, coaching, performance management, and building high-performing teams; ideally experience leading senior ICs and/or managers
Strong technical foundation—comfortable working with APIs, integrations, and complex systems; able to go deep to diagnose issues and guide solution architecture
Experience delivering production-grade customer solutions that require structured execution, testing/validation, and iteration
Ability to communicate clearly with senior technical stakeholders, translate requirements into execution plans, and drive delivery
Comfort operating in fast-moving, ambiguous environments where you build structure while maintaining momentum
Preferred
Experience deploying LLM-based products or AI agents in production (prompting, evaluation, guardrails, tooling, workflow design)
Experience with enterprise SaaS integrations (e.g., ticketing systems, CRM, data pipelines) and security/compliance considerations
Strong product instincts—ability to define success metrics, write crisp requirements, and contribute customer insight back into product roadmap
Experience scaling a delivery function from high-touch execution to repeatable playbooks and durable operating cadence
Benefits
Offers Equity
Company
Decagon
Decagon is a conversational AI platform that provides a centralized AI engine to resolve issues in any language and across all channels.
201-500 employees
H1B Sponsorship
Decagon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
Funding
Current Stage
Growth StageTotal Funding
$231MKey Investors
Bain Capital VenturesAccelAndreessen Horowitz
2025-06-23Series C· $131M
2024-10-15Series B· $65M
2024-06-18Series A· $30M
Leadership Team
Jesse Zhang
CEO / Co-Founder
Ashwin Sreenivas
President / Co-Founder
Recent News
2025-11-04
Company data provided by crunchbase