Manager, Agent Architecture

About the company

Parloa develops AI-powered customer service agents that automate enterprise contact center interactions across voice and digital channels.

About this role

<h3><strong>About Parloa</strong></h3> <p>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 Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.</p> <h3><strong>About the role:</strong></h3> <p>As <strong>Manager, Agent Architecture</strong>, you will build and lead the team that transforms customer service with AI Agents, while staying in the build yourself. You run a team of Agent Architects: you hire them, coach them, set their goals, and own the quality of every AI Agent they ship, with a significant portion of your capacity on live customer engagements.</p> <p>This is your opportunity to lead at the front line of enterprise AI, where your credibility comes from doing the work alongside your team, not just directing it.</p> <h3><strong>Areas of ownership:</strong></h3> <ul> <li><strong>Team Leadership:</strong> Own hiring for Agent Architect roles, run weekly 1:1s, performance reviews, and career conversations, and build development plans that help each person grow. Set ramp expectations for new hires and coach Associate and mid-level Agent Architects on prompt engineering, conversation design, and customer-facing judgment.</li> <li><strong>Capacity and Stakeholder Alignment:</strong> Set team goals and OKRs aligned with Professional Services priorities, manage capacity and workload across concurrent engagements, and surface resourcing tradeoffs early. Represent the Agent Architecture team to Sales, Product, Engineering, customers, and partners.</li> <li><strong>Hands-on Agent Delivery:</strong> Personally guide customers through AI Agent implementations, from strategic advice to scoping to end-to-end delivery. Serve as the escalation point when agent performance degrades.</li> <li><strong>Quality and Best Practices:</strong> Define what good looks like for agent quality, enforce it through review, and make it repeatable across every live project. Document best practices for internal and external audiences, and turn recurring field problems into structured feedback for Product.</li> </ul> <h3><strong>Who you are:</strong></h3> <ul> <li>Experience leading people, whether as a formal manager, team lead, or through sustained mentorship where you owned a group's growth and output. First-time managers with a strong coaching track record are welcome.</li> <li>3+ years of conversation design and AI agent development experience, with a track record of building scalable solution architecture and conversational experiences grounded in real user needs.</li> <li>Skilled in advanced prompt engineering, comfortable integrating REST APIs and working with Javascript.</li> <li>Strong project and stakeholder management skills, with significant experience working with enterprise customers, including in escalated or high-pressure situations.</li> <li>Sound judgment on capacity and prioritization: you can say what your team can and cannot absorb, and back it up with reasoning.</li> </ul> <h3><strong>Our recruiting process:</strong></h3> <p>Talent Acquisition → Hiring Manager → Technical Interview(s) → Bar Raiser</p> <h3><strong>Why Parloa?</strong></h3> <p>We're at the beginning of a new era in customer experience, one where AI doesn't just respond, but understands, reasons, and takes action. We're building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren't just support tickets; they're defining experiences. We're here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale and want your work to matter in real, everyday moments, this is where you do it.</p> <p>At Parloa, ownership isn't a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that's evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.</p> <p>We've grown beyond the earliest startup phase, but we've kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.</p> <p>Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we're scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.</p><div class="content-conclusion"><p><iframe style="display: table; margin-left: auto; margin-right: auto;" src="https://www.youtube.com/embed/P4d-iyx7RQM" width="560" height="314"></iframe></p> <p>&nbsp;</p> <hr> <p>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.</p> <p>Parloa is an e-verify employer in the USA. <a class="c-link" href="https://www.e-verify.gov/about-e-verify/what-is-e-verify" target="_blank" data-stringify-link="https://www.e-verify.gov/about-e-verify/what-is-e-verify" data-sk="tooltip_parent">Please click here to learn more</a>.</p> <p><strong>* </strong><strong>We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background a