Senior Software Engineer, Infrastructure

Job Overview

Decagon is seeking a Senior Software Engineer, Infrastructure to design, build, and operate production infrastructure for high-scale, low-latency systems. This is an on-site, full-time position located in New York City.

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

About the Team

The Infrastructure team builds and operates the foundations that power Decagon: networking, data, ML serving, developer platform, and real-time voice. We partner closely with product, data, and ML to deliver high-scale, low-latency systems with clear SLOs and great developer ergonomics. We organize around five focus areas: Core Infra, Data Infra, ML Infra, Platform (DevEx), and Voice Infra.

Key Responsibilities

• Design and implement critical infrastructure services with strong SLOs, clear runbooks, and actionable telemetry
• Partner with research and product teams to architect solutions, set up prototypes, evaluate performance, and scale new features
• Tune service latencies: optimize networking paths, apply smart caching/queuing, and tune CPU/memory/I/O for tight p95/p99s
• Evolve CI/CD, golden paths, and self-service tooling to improve developer velocity and safety
• Support various deployment architectures for customers with robust observability and upgrade paths
• Lead infrastructure-as-code (Terraform) and GitOps practices; reduce drift with reusable modules and policy-as-code
• Participate in on-call and drive down toil through automation and elimination of recurring issues

Required Qualifications

• 5+ years building and operating production infrastructure at scale
• Depth in at least one area across Core/Data/AI-ML/Platform/Voice, with curiosity to learn the rest
• Proven track record meeting high availability and low latency targets (owning SLOs, p95/p99, and load testing)
• Excellent observability chops (OpenTelemetry, Prometheus/Grafana, Datadog) and incident response (PagerDuty, SLO/error budgets)
• Clear written communication and the ability to turn ambiguous requirements into simple, reliable designs

Benefits

Medical, dental, and vision benefits
Take what you need vacation policy
Daily lunches, dinners and snacks in the office to keep you at your best