Senior AI Agent Architect

About Parloa

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like IKEA and Booking.com already deploying Parloa at scale.

About the role:

As a Senior AI Agent Architect at Parloa, you will play a key role in transforming customer service with AI Agents. In this customer-facing role, you will support the implementation of Parloa's solutions, enhancing customer experiences for clients and partners.

Using your expertise in Large Language Models (LLMs), Natural Language Understanding (NLU), and conversational design, you will craft effective AI workflows, ensuring quality, performance, and seamless operation. You will design, prototype, and validate conversational solutions for AI agent deployments and guide customers and partners in maximising the value of Parloa’s AI solutions.

Areas of ownership:

• Scope and implement AI Agent deployments, providing strategic advice and execution support to customers and partners.
• Leverage your knowledge of LLM internals (e.g., embeddings) to analyze customer requirements and design precise prompts for reliable, user-aligned behavior.
• Simplify complex workflows and processes into digestible conversational components, enabling LLMs to handle challenging tasks effectively
• Fine-tune conversational flows and voice output (e.g. SSML, lexicons, regex) to align with customer brand standards
• Work closely with Agent Integration Engineers and Forward Deployed Engineers to connect customers’ systems with Parloa’s Agent Platform via APIs
• Identify and solve blockers together with other departments at Parloa (e.g. Product, Agent Integration Engineering, or Sales) and the customer
• Apply structured testing approaches to validate AI agent behaviour, quality, and performance under real-world conditions
• Document best practices, how-to guides, and product capabilities for internal and external audiences, representing the expertise of the Agent Architect team

Who you are:

• 3+ years of experience in enterprise customer-facing roles, with proven expertise in conversation design and AI agent development
• Ability to analyse customer requirements and craft LLM prompts that align with desired conversational and functional outcomes
• Proficiency with advanced prompting strategies such as chain-of-thought prompting, few-shot learning
• Strong project and stakeholder management skills, with a passion for meeting milestones and communicating clearly
• Analytical and critical thinking skills, including experience with risk assessment and problem-solving
• Solid understanding of data structures, system integrations, and enterprise APIs
• Exceptional attention to detail and logical thinking, with the ability to identify and address subtle nuances in conversational flows
• Experience in planning and executing rigorous testing procedures to ensure AI agent performance at scale

Our Recruiting Process:

Talent Acquisition → Hiring Manager → Technical Interview(s) → Bar Raiser

Why Parloa?

Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 400+ people in Berlin, Munich, and New York.

When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $350 million Series D investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.

Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.

Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

Parloa is an e-verify employer in the USA. Please click here to learn more.

* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.