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 codeconfiguration 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 some of the leading customer service brands like Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AInative platform, accelerating product innovation, and scaling our exceptional team.

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 passionate about enhancing the customer service experience for everyone involved, as its the core of what we do. Were growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for 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. Youll drive the development of autonomous AI agents, intelligent tool integrations, and the observability infrastructure that powers our AIfirst platform. This position requires deep understanding of agentic architectures, modern AI frameworks, and the ability to envision and implement the future of humanAI collaborative systems.

What Were 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 theyre assigned, but because they find the work genuinely engaging and meaningful.

You should be someone who is naturally detailoriented, professional, and brings a structured approach to your work while remaining openminded 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, were looking for engineers who are passionate about the technology space we operate in, particularly AI and automation. You should be excited about the problems were solving and eager to contribute to innovative solutions that push the boundaries of whats possible.

If youre 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, wed love to hear from you.

What Youll 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, agenttoagent communication protocols, and hierarchical orchestration patterns

• Develop semantic data pipelines for information retrieval, embedding generation, knowledge graph construction, and realtime context synthesis

• Architect tool integration ecosystems using Model Context Protocol (MCP) and function calling frameworks to enable agentsystem interactions

• Implement distributed AI workflows managing agent lifecycles, longterm memory systems, and multiagent collaboration patterns

• Build observability and evaluation frameworks for monitoring agent behavior, measuring AI system performance, and ensuring reliability

• Design machinefirst 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 productionready capabilities

• Drive innovation in agentic architectures by staying current with developments in transformer models, reasoning frameworks, and multiagent systems

• Your Qualifications:

  • 7+ years of software engineering experience with 3+ years focused on AIML applications and dataintensive systems

  • Expertise in AIML 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 realtime data processing

  • Distributed systems expertise including message queues, eventdriven architectures, microservices, and cloudnative computing

  • Applied MLNLP experience with handson work in information retrieval, natural language understanding, and knowledge representation

  • Programming proficiency in TypeScriptNode.js and Go (preferred for AI systems and applications) with Python experience for AIML modeling, tuning, evaluation and verification work

  • Strong database and big data expertise across multiple paradigms, including: SQL, Document, Graph, OLAP, NoSQL, Vector databases, andor Search engines

  • Production AI system experience including model deployment, monitoring, AB testing, and performance optimization

  • Understanding of agentic system principles including autonomy, goaloriented behavior, tool integration, and multiagent collaboration

  • Cloud platform expertise particularly AWS services for AIML 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 realtime AI systems requiring lowlatency 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 AIML 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 were building toward an agentic web where autonomous AI systems collaborate to solve complex problems. Youll 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 AIpowered software.

      Youll join a team that values the intersection of pragmatic engineering and forwardthinking 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.