Software Engineer, AI Agent

The Company 

Sendbird is on a mission to build the AI workforce of tomorrow. For over a decade, we built the infrastructure behind conversations—chat, voice, video, messaging APIs—and became the #1 CPaaS platform for in-app communications. 4,000+ brands trust us. 7 billion messages flow through our platform every month. 300 million monthly active users.

We powered conversations for DoorDash, Match Group, Noom, Yahoo Sports, Rakuten, and thousands of others. We were good at what we did. Really good.

We also saw it early: AI would fundamentally reshape how businesses talk to customers. The infrastructure we'd spent a decade building would become commoditized. The value would move up the stack—into intelligence, into experience, into outcomes.

We had a choice: protect what we built, or reinvent ourselves.

We chose reinvention.

In December 2024, we made the full strategic pivot to AI-first customer experience. By February 2025, we'd launched our AI agent for enterprise CX—built on a decade of conversation data, now with intelligence on top. And in November 2025, we rebranded to Delight.ai.

The name says it all. AI's real promise isn't efficiency or cost savings. It's giving customers back something they lost—the feeling of being truly understood and cared for. Not satisfied. Delighted.

The Product 

Delight.ai is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesn't. Delight.ai builds memory over time, learns preferences, and connects context across every channel—chat, SMS, email, voice, WhatsApp—without losing the thread. We're building AI that makes customers feel understood, seen, and remembered.

 

The Role 

You'll own end-to-end delivery of core AI agent capabilities, from architecture to production, driving excellence across orchestration, prompt engineering, and platform scalability. You'll mentor the engineers around you and set the standard for AI-native development. This role is built for someone who moves fast, thinks in systems, and uses AI to ship at a pace that surprises people.

You might be this person if:

• You've owned a system that broke in production, made it better, and still think about why it broke.
• You use agentic tools like Claude Code or Codex as a core part of your dev workflow, not as a novelty.
• You enjoy mentoring junior engineers not because it's expected, but because you genuinely care about how they grow.
• You've shipped LLM-powered features into production and have strong views on where prompt engineering ends and architecture begins.
• You've led technical planning in a cross-functional setting and can hold your own in a room with PMs, designers, and engineers at once.

You need to have:

• 3+ years of software engineering experience with direct ownership of AI/ML or backend systems in production.
• Deep Python expertise with a proven track record of building and scaling reliable, performant systems.
• Hands-on experience with LLM APIs.
• Strong system design and architecture skills, including distributed systems and cloud-native deployments on AWS or GCP.
• Strong English proficiency. You can communicate complex technical ideas clearly in writing and in conversation.

What you'll actually do:

• Design and implement core agent features including advanced RAG pipelines, multi-step tool use, and agent orchestration logic.
• Drive architectural decisions for the AI agent platform with a focus on fault tolerance, scalability, and extensibility.
• Build and optimize evaluation, observability, and classification pipelines that improve agent performance over time.
• Lead prompt engineering strategy for diverse customer use cases, including designing A/B testing and automated regression pipelines.
• Improve retrieval logic and embedding models to push RAG pipeline performance further.
• Monitor AI research and actively bring relevant techniques into production systems, using agentic CLIs and automation tooling to accelerate iteration cycles.
• Guide junior engineers and interns through code reviews, archit