Sr. Lead Engineer - Customer Agent

Klaviyo is a company focused on empowering creators to own their destiny through innovative technology. They are seeking a Senior Lead Engineer for Customer Agent, a role centered on building a conversational AI system that enhances customer engagement at scale.

Responsibilities:

• Lead the architecture, design, and implementation of Customer Agent’s core platform and AI capabilities
• Drive technical strategy and long-term system evolution for conversational AI experiences serving millions of users
• Build and ship complex AI-powered product features, balancing speed, quality, reliability, and customer impact
• Partner closely with Product, Design, Data Science, GTM, and Engineering leaders to define product direction and execution plans
• Make critical technical decisions around agent architectures, orchestration frameworks, retrieval systems, memory, tool use, evaluation, and reliability
• Establish engineering best practices around observability, testing, monitoring, experimentation, and operational excellence for AI systems
• Lead large, cross-functional initiatives spanning multiple teams and organizations
• Mentor engineers through technical leadership, design reviews, architecture discussions, and hands-on collaboration
• Evaluate emerging AI technologies and frameworks, identifying opportunities to create meaningful customer value
• Influence engineering standards and contribute to the broader technical direction of Klaviyo’s AI platform