Senior Full-Stack Software Developer - AI Customer Support

Job summary

You will build and maintain the core AI agent runtime for telco customer service, handling interactions across voice, chat, and email. Additionally, you will design configuration experiences, observability tooling, and safety guardrails to ensure high-quality agent performance.

Job details

🎭 Role & Team We’re looking to hire a Full-Stack Software Developer with strong AI and product instincts to join our squad — the team building gaiia’s AI-powered customer service agents. Today, Communication Service Providers rely on large teams of customer service representatives (CSRs) to handle support across phone, chat, and email. We believe AI agents can deliver a dramatically better experience: faster, more consistent, available 24/7, and at a fraction of the cost. Your job is to make that real. You will join a small, high-impact team building a turnkey AI agent product purpose-built for telco customer service. Think of it as Agents as a Service: CSPs get a production-ready AI agent that understands their business, handles real customer interactions across every channel, and gets better over time with minimal setup effort on their part. You’ll be building an opinionated, domain-specific product: a CSR agent that comes pre-equipped with deep knowledge of telco operations (billing, plan changes, troubleshooting, service activations) and works out of the box. 📽 What is your team working on? Technically speaking, you will work in a serverless ecosystem of microservices deployed on a cloud infrastructure. gaiia is all-in on TypeScript, with frontend, backend and infrastructure-as-code all leveraging TypeScript. More pragmatically, as part of the AI Customer Support squad, you will have the chance to: Build the core AI agent runtime — the backbone that powers conversations across voice, chat, and email in multiple languages, with real-time access to gaiia’s APIs for account lookups, billing, plan changes, and more. Design and implement the agent configuration experience — how CSPs customize agent behaviour, tone, escalation rules, and business logic for their specific needs. Build quality and observability tooling — dashboards, conversation analytics, and automated evaluation systems that help CSPs understand how their agent is performing and where it can improve. Develop continuous improvement loops — systems that analyze real customer interactions to identify gaps, suggest improvements, and validate changes before they go live. Integrate with omnichannel infrastructure — voice (telephony/IVR), live chat, email, and SMS — so the agent meets customers wherever they are. Design the guardrails and safety layer — ensuring the agent stays within approved boundaries, escalates appropriately, and never takes unauthorized actions on customer accounts. Contribute to evaluation and testing frameworks — automated conversation simulations, regression testing, and A/B testing infrastructure for agent behaviour. 🎖️ Qualifications You have hands-on experience with LLMs, prompt engineering, and AI agent design. You’ve built agentic systems that take real actions. You have strong intuitions about AI product design — you think about failure modes, edge cases, and user trust. Proven experience building with Coding Agents (Claude Code, Codex, etc.). You actively explore AI tools, frameworks, and patterns on your own — whether that’s building side projects, contributing to open-source AI tooling, or experimenting with new models and techniques. At least five (5) years of experience in TypeScript. Experience in DevOps and cloud infrastructure. Experience with the React library. Experience with Node.js. You have a natural drive to turn ambitious ideas into reality. You are known as a team player with impeccable work ethic. 🪄 Nice-to-haves Experience building voice AI or telephony integrations (IVR, SIP, WebRTC, or platforms like Twilio, Vonage). Experience with conversation design — structuring multi-turn dialogues, managing context, and designing escalation flows. Background in customer service operations or familiarity with CSR workflows and contact center tooling. Interest in AI agent evaluations. Hands-on experience designing or running evals is a plus. You have experience with GraphQL. You have designed serverless systems before. You have an interest or expertise in functional programming. 💰Salary At gaiia, we have a transparent salary philosophy and a robust evaluation and compensation framework. It translates to a fair and impartial model where salaries are published internally, healthy discussions around compensation and performance can exist, and taboos are removed. The salary range for this role is $120,000-$200,000. 🔆 Benefits Flexible 25 days vacation Group Insurance Telemedicine Life Spending Account RRSP & DPSP Flexible working hours & all-remote work Employee Stock Option Plan (ESOP) We are an equal-opportunity employer committed to inclusivity and diversity. Our workplace is fully remote and boasts accessible technologies, ensuring all team members can thrive. Should you require accommodations due to a disability during the application process, please contact us at 581-996-9639 or people@gaiia.com as per the Accessible Canada Act and human rights legislation. We're here to support you every step of the way. #LI-DNI

What you’ll do

You will build and maintain the core AI agent runtime for telco customer service, handling interactions across voice, chat, and email. Additionally, you will design configuration experiences, observability tooling, and safety guardrails to ensure high-quality agent performance.

Requirements

The role requires at least five years of experience in TypeScript, along with hands-on expertise in LLMs, prompt engineering, and agentic system design. Candidates should also possess strong skills in cloud infrastructure, DevOps, and React, with a focus on building scalable, production-ready AI solutions.

Benefits

• Flexible 25 days vacation
• Group Insurance
• Telemedicine
• Life Spending Account
• RRSP & DPSP
• Flexible working hours
• All-remote work
• Employee Stock Option Plan

Listed skills

• Node.js · Preferred
• React · Preferred
• TypeScript · Preferred
• prompt engineering · Preferred
• GraphQL · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• TypeScript
• Node.js
• React
• LLMs
• Prompt Engineering
• AI Agent Design
• Cloud Infrastructure
• DevOps
• GraphQL
• Serverless
• Functional Programming
• Voice AI
• Telephony Integrations
• Conversation Design
• Observability
• API Integration
• Claude Code
• Full Stack Development
• Agentic Systems
• Workflow Management
• Serverless Computing
• Infrastructure as Code (IaC)
• Strong Work Ethic
• AI Agents
• A/B Testing
• Application Programming Interface (API)
• Artificial Intelligence
• Analytics
• Business Logic
• Automation
• Customer Support
• Interactive Voice Response
• Billing
• Dashboard
• Customer Service
• Communication
• Continuous Improvement Process
• Employee Stock Option
• Failure Causes
• Front End Design
• Session Initiation Protocols
• Node.js (Javascript Library)
• Operations
• Product Design
• Regression Testing
• Team Building
• Telehealth
• Tooling
• Troubleshooting (Problem Solving)
• Twilio

Job areas

• Software
• Technology
• Customer Service & Support
• Engineering
• Data & Analytics
• Full Stack Software Developer
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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