Software Engineer, AI Platform (Senior, Staff+)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for both KKO and Kamp Kustomer each year.

About The Role

Kustomer is seeking an AI Platform Engineer to architect and build the next generation of our agentic customer service platform. This role sits at the intersection of AI systems engineering, distributed computing, and semantic data processing. You'll drive the development of autonomous AI agents, intelligent tool integrations, and the observability infrastructure that powers our AI-first platform. This position requires deep understanding of agentic architectures, modern AI frameworks, and the ability to envision and implement the future of human-AI collaborative systems.

What We're Seeking

We seek engineers who combine technical excellence with genuine passion for their craft. Our ideal candidate is someone who approaches challenges with curiosity and intrinsic motivation; working on problems not just because they're assigned, but because they find the work genuinely engaging and meaningful.

You should be someone who is naturally detail-oriented, professional, and brings a structured approach to your work while remaining open-minded and adaptable to new technologies and methodologies. We value candidates who work hard and maintain high personal standards, driven by ambition to grow both technically and professionally.

Most importantly, we're looking for engineers who are passionate about the technology space we operate in, particularly AI and automation. You should be excited about the problems we're solving and eager to contribute to innovative solutions that push the boundaries of what's possible.

If you're someone who takes ownership of your work, approaches challenges with intellectual curiosity, and thrives in environments where your passion for technology can directly impact product development, we'd love to hear from you.

What You'll Do:

• Design and implement agentic systems spanning our three core focus areas: AI Engine architecture, Tools & Integrations, and Configuration & Observability
• Build autonomous AI agents with sophisticated reasoning capabilities, agent-to-agent communication protocols, and hierarchical orchestration patterns
• Develop semantic data pipelines for information retrieval, embedding generation, knowledge graph construction, and real-time context synthesis
• Architect tool integration ecosystems using Model Context Protocol (MCP) and function calling frameworks to enable agent-system interactions
• Implement distributed AI workflows managing agent lifecycles, long-term memory systems, and multi-agent collaboration patterns
• Build observability and evaluation frameworks for monitoring agent behavior, measuring AI system performance, and ensuring reliability
• Design machine-first APIs optimized for agent consumption while maintaining human accessibility through complementary interfaces
• Apply reinforcement learning techniques including RLHF for agent alignment and continuous improvement of autonomous systems
• Collaborate across technical domains to translate AI platform requirements into production-ready capabilities
• Drive innovation in agentic architectures by staying current with developments in transformer models, reasoning frameworks, and multi-agent systems

Your Qualifications:

• 7+ years of software engineering experience with 3+ years focused on AI/ML applications and data-intensive systems
• Expertise in AI/ML frameworks including experience with LLMs, transformer architectures, and agent orchestration platforms (LangGraph, AutoGen, CrewAI, or similar)
• Experience with foundational model providers including OpenAI, Anthropic, and AWS Bedrock for production AI applications
• Strong background in data engineering with expertise in vector databases, semantic search, RAG architectures, and real-time data processing
• Distributed systems expertise including message queues, event-driven architectures, microservices, and cloud-native computing
• Applied ML/NLP experience with hands-on work in information retrieval, natural language understanding, and knowledge representation
• Programming proficiency in TypeScript/Node.js and Go (preferred for AI systems and applications) with Python experience for AI/ML modeling, tuning, evaluation and verification work
• Strong database and big data expertise across multiple paradigms, including: SQL, Document, Graph, OLAP, NoSQL, Vector databases, and/or Search engines
• Production AI system experience including model deployment, monitoring, A/B testing, and performance optimization
• Understanding of agentic system principles including autonomy, goal-oriented behavior, tool integration, and multi-agent collaboration
• Cloud platform expertise particularly AWS services for AI/ML workloads (SageMaker, Bedrock, Lambda, etc.)

Preferred Qualifications:

• Experience with semantic web technologies including knowledge graphs, ontologies, and linked data systems
• Familiarity with modern AI agent frameworks and understanding of the evolving agent ecosystem
• Background in reinforcement learning and human feedback integration for AI alignment
• Experience with real-time AI systems requiring low-latency inference and streaming data processing
• Understanding of AI safety and governance principles for autonomous system deployment
• Knowledge of emerging AI protocols like MCP and experience building extensible AI applications
• Contributions to AI/ML open source projects demonstrating applied AI platform development (bonus)
• Frontend development experience with React and modern web technologies (bonus, not required)

What Sets This Role Apart:

This position is designed for engineers who understand that we're building toward an agentic web where autonomous AI systems collaborate to solve complex problems. You'll be working on systems that embody modern AI platform principles while solving real customer problems. This role requires both deep technical skills and the vision to architect platforms that will define the next decade of AI-powered software.

You'll join a team that values the intersection of pragmatic engineering and forward-thinking AI platform development, where your contributions will directly shape how businesses interact with autonomous AI systems in production environments.

HIPAA Compliance

_All roles at Kustomer may involve handling sensitive personal data.

_Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.