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Salary: USD 120,000 - 200,000 / annual
Gaiia is building an operating system for Communications Service Providers (CSPs) that manages billing, operations, automation, and customer support. The company is hiring a Senior Full-Stack Software Developer to join the AI Customer Support squad, which is building a turnkey AI agent product purpose-built for telco customer service.
The role focuses on building "Agents as a Service"—a production-ready AI agent that understands telco business logic, handles real customer interactions across voice, chat, and email channels, and improves over time with minimal setup effort from CSPs.
Key responsibilities include:
- Building the core AI agent runtime that powers conversations across multiple channels in multiple languages, with real-time access to gaiia APIs for account lookups, billing, plan changes, and more
- Designing and implementing the agent configuration experience so CSPs can customize agent behavior, tone, escalation rules, and business logic
- Building quality and observability tooling including dashboards, conversation analytics, and automated evaluation systems
- Developing continuous improvement loops that analyze real customer interactions to identify gaps and validate changes
- Integrating with omnichannel infrastructure (voice/telephony/IVR, live chat, email, SMS)
- Designing guardrails and safety layers to ensure agents stay within approved boundaries and escalate appropriately
- Contributing to evaluation and testing frameworks including automated conversation simulations and A/B testing infrastructure
The technical stack is TypeScript-first across frontend, backend, and infrastructure-as-code, deployed on serverless microservices in cloud infrastructure.
Qualifications:
- Hands-on experience with LLMs, prompt engineering, and AI agent design; proven ability to build agentic systems that take real actions
- Strong intuitions about AI product design, including failure modes, edge cases, and user trust
- Proven experience building with Coding Agents (Claude Code, Codex, etc.)
- Active exploration of AI tools, frameworks, and patterns independently (side projects, open-source contributions, experimentation with new models)
- At least 5 years of experience with TypeScript
- Experience with DevOps and cloud infrastructure
- Experience with React library
- Experience with Node.js
- Natural drive to turn ambitious ideas into reality
- Known as a team player with impeccable work ethic
Nice-to-haves:
- Experience building voice AI or telephony integrations (IVR, SIP, WebRTC, Twilio, Vonage)
- Experience with conversation design and multi-turn dialogue management
- Background in customer service operations or CSR workflows
- Interest in AI agent evaluations with hands-on experience designing or running evals
- GraphQL experience
- Serverless systems design experience
- Interest or expertise in functional programming
