AI Agent Architect, Customer Experience

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done. Join Airtable as an CX AI Architect and own the technical foundation that powers our AI-native customer support experience. You'll design and optimize how our AI agents reason, retrieve, decide, and act—architecting the knowledge systems, decision logic, and guardrails that enable reliable, scalable AI resolution at scale. This role requires deep fluency in how large language models work, hands-on experience with AI agent architectures, and the ability to partner closely with Engineering on production systems. # What you'll do

• Own Agent retrieval accuracy and relevance. Architect the knowledge systems that enable AI agents to surface the right answer on the first try. Measure and improve retrieval precision, contextual relevance, and hallucination rates. - Drive automated resolution rates. Build the decision frameworks that allow agents to take confident actions. What APIs do agents need to access? When can they make account modifications? You're accountable for encoding business logic into auditable, predictable systems that resolve issues without human intervention. - Manage AI safety and trust. Establish the guardrails that keep resolution rates high while failure rates stay low. You're responsible for what the agent do wrong: edge cases caught, prompt injection blocked, unintended behaviors prevented. - Monitor the observability layer that turns agent behavior into actionable insights. Instrument retrieval accuracy, action success rates, and failure patterns. Use this data to drive measurable week-over-week improvements in agent performance. - Develop and maintain the prompt architecture that governs how agents reason and respond. Build systematic approaches to versioning, A/B testing, and performance evaluation, measuring consistency, accuracy, and adaptability across scenarios. - Architect how agents connect to external systems—billing platforms, CRMs, internal tools, Airtable APIs. Define authentication patterns, error handling, and data transformation. Uptime, error rates, and data accuracy are your metrics. #