Software Engineer, Agent - Tech, Media & Telecom

About the Tech, Media & Telecom team

• We work with some of the world's most influential and recognizable companies, from global telecommunications providers and leading media brands to technology platforms that power businesses worldwide.

• We build agents for the moments that matter, helping our customers rise to the occasion when service disruptions, major product launches, or global events like the World Cup drive millions of customer interactions.

• We bring Sierra’s Horizon vision to TMT by building agents that transform the entire customer relationship:

  • Telecommunications: Turn one of the most frustrating customer experiences into one of the most personal, with agents that understand each subscriber, optimize their plan and savings, anticipate opportunities to add value, and earn their loyalty over time.

  • Media: Turn every subscription into an ongoing, personalized relationship, with agents that help each subscriber get the most from their experience through the right content, offer, plan, and support from their free trial through retention.

  • Technology: Bring the white-glove customer experience traditionally reserved for the largest enterprise accounts to every customer, helping them adopt the product, discover new ways to get value, expand their usage, and successfully renew.

What you’ll do

• Design and deliver production-grade AI agents: You'll build and ship highly performant, reliable, and intuitive AI agents that are central, mission-critical and drive revenue directly to Sierra's growth. These aren't prototypes—they are powerful, scalable systems running in production environments across industries like finance, healthcare, and commerce.

• Drive the Agent Development Life Cycle (ADLC): You'll have complete ownership and autonomy from initial pilot through deployment and continuous iteration. You'll be responsible for building, tuning, and evolving AI agents in production environments, defining the standard for ADLC best practices along the way.

• Partner with large enterprises and cutting-edge startups: You’ll work directly with leaders at some of the world’s largest enterprises to understand their most pressing business challenges, and build AI agents that transform how they operate at scale. You'll also partner with the most cutting-edge startups in Silicon Valley, embedding AI agents across their entire business stack to drive innovation and efficiency.

• Build the future of the platform: Your direct work with customers will guide the evolution of Sierra's core platform. You'll surface unmet needs, prototype new tools and features, and collaborate with research, product, and platform to shape the future of AI agent development and Sierra's product.

Example projects

These are some examples of projects that engineers on our team have worked on recently:

• Create agents that pursue goals over weeks and months, reasoning about when to reach out, which channel to use, and what next action will move a customer relationship forward.

• Develop personalization and experimentation systems powered by Sierra's Context Engine that combine customer data, behavior, prior conversations, and real-time context to determine the right offer or experience, then learn from every interaction and experiment to autonomously improve personalization over time.

• Design conversational discovery agents that reason across huge content catalogs and rich subscriber context, using interests, history, entitlements, and the moment at hand to help someone quickly find something they'll actually want to watch, read, or listen to.

• Build agents that troubleshoot deeply integrated telecommunications and connected-device experiences, reasoning across account, billing, network, and device systems to diagnose issues and take the actions needed to resolve them.

• Experiment with new voice experiences and Voice Personas tailored to each brand, customer, and moment, bringing the right empathy, energy, and conversational style to everything from navigating a frustrating telecom billing issue to helping someone discover their next favorite show or find the plan that's right for them.

What you'll bring

• Experience building and scaling end-to-end production systems.

• Strong technical problem-solving skills, especially in fast-changing, ambiguous environments.

• A builder and tinkerer's mindset with high agency - you find creative ways to overcome obstacles and ship.

• Comfort working directly with customers to understand their needs and solve real-world problems.

• Excellent communication skills—clear, direct, and persuasive across technical and non-technical audiences.

• Excitement in the Tech, Media & Telecom space and a care for helping some of the world’s top brands continue to build brand loyalty with their customers.

Even better...

• Experience building or deploying AI/LLM systems in production

• Have been a founder or founding engineer - you know what it means to balance craft, ownership, and speed

• Familiarity with tools that power today's AI agents: eval frameworks, agent tooling, RAG pipelines, and prompt engineering

• Prior experience with React, TypeScript, and/or Go

• Previous roles where you interfaced with customers or led technical projects with external stakeholders

Our values

• Trust: We build trust with our customers with our accountability, empathy, quality, and responsiveness. We build trust in AI by making it more accessible, safe, and useful. We build trust with each other by showing up for each other professionally and personally, creating an environment that enables all of us to do our best work.

• Flexible (unlimited) paid time off

• Life insurance and disability benefits

• Retirement plan dependent on country of employment

• Parental leave

• Fertility and family building benefits through Carrot

• Free alphorn lessons