Agentic Engineer II - AI Agents (Customer Agents)

About WatiStarted as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more.Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and our intelligent AI layer, Astra.Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google.Wati, the AI-Powered Customer Engagement Platform for Revenue Growth.About The RoleWe are hiring a hands-on Senior Software Engineer to build customer-facing AI agents and the shared platform capabilities that make them work at scale. You will work closely with product, design, and platform engineers to turn LLM capabilities into reliable, measurable customer experiences.This is a senior individual-contributor role for a builder: someone who enjoys shipping end-to-end product capabilities, making pragmatic technical decisions, and improving the foundations as the product grows.What You Will DoBuild and operate customer-agent capabilities, including conversation flows, knowledge retrieval, tool calling, human handoff, and messaging-channel integrationsDevelop reliable LLM application services: prompts, context management, RAG, guardrails, fallback behavior, and structured tool executionBuild evaluation and observability workflows that measure answer quality, task success, latency, cost, and common failure modesPartner with product, design, and customer-facing teams to turn real customer problems into shipped agent experiencesImprove the shared agent platform where needed: reusable primitives, APIs, testing, deployment, monitoring, and developer experienceContribute to technical design and raise engineering quality through thoughtful implementation and code reviewsRequirementsWhat We Are Looking For4-7 years of software-engineering experience, with strong backend or full-stack foundationsExperience shipping production systems with Python, TypeScript, or similar languagesPractical experience building LLM-powered applications, such as RAG, tool calling, agents, evaluation systems, or AI workflow automationStrong ownership and debugging skills, and comfort working across product and infrastructure boundariesSound engineering judgment around reliability, privacy, latency, and cost in customer-facing systemsClear written and spoken communication in a fast-moving, collaborative teamNice to HaveExperience with multi-tenant SaaS, conversational products, messaging platforms, or customer-support automationExperience with LLM gateways, model providers, observability, experimentation platforms, or AI evaluationExperience with voice or realtime AI