About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
About the Team
The Insights team builds the product surfaces that help companies understand the conversations their AI agents have with customers. We create tools that uncover customer intents, highlight gaps in agent behavior, analyze voice of customer patterns, and guide teams toward writing better AOPs and improving overall agent quality.
The team owns products like Insights, Watchtower, Suggestions, and AskAI. We focus on clear explanations, intuitive visualizations, and workflows that allow users to understand and act on information quickly.
This product area has a significant opportunity to shape how customers learn from their data and improve their agents.
About the Role
As a Senior Software Engineer on the Insights team, you will design and build the user facing tools that turn conversations into meaningful understanding. You will work across backend and frontend surfaces to deliver intuitive experiences that help CX teams, APMs, and product leaders diagnose issues, discover new intents, and understand customer sentiment.
This role is ideal for engineers who love building polished product experiences supported by strong analytical logic. You will solve ambiguous product problems and work closely with design, PM, and Agent Engineering to define how insight generation should feel inside Decagon.
In this role, you will
Build user-facing features that help teams understand customer intents, sentiment, and voice of customer signals
Design intuitive visualizations and workflows that help APMs and CX teams write better AOPs and identify improvement opportunities
Create tools that highlight gaps in agent behavior, explain performance issues, and surface actionable recommendations
Build product experiences that make it simple to explore conversations and understand why agents behave the way they do
Work across the stack to deliver fast, reliable, and polished insights products that customers rely on daily
Your background looks something like this
5+ years of engineering experience building customer-facing products
Proficiency with Typescript, Python and asynchronous programming
Strong product sense and ability to solve vague analytical problems
Experience creating clear, effective visualizations or UI for complex information
Experience working with relational or analytical databases to aggregate data at scale
Ability to collaborate with Product, Design, and Data Science to drive product direction
Even better if you have
Experience with analytics products, conversation intelligence, or UX for insights
Experience working on products that help users understand behavior or improve workflows
Experience with LLM applications or agent-driven systems
Experience building experimentation or observability products
Benefits
Medical, dental, and vision benefits
Take what you need vacation policy
Daily lunches, dinners, and snacks in the office to keep you at your best
Compensation
$250K – $330K + Offers Equity
Top Skills
What We Do
Trusted by world-class companies, Decagon is the most advanced AI platform for customer support.
