Note: The job is a remote job and is open to candidates in USA. Farmers Business Network, Inc. is hiring an AI Engineer to own its customer-facing agents for support, lending, sales and ordering. The role designs, builds, evaluates, launches and operates these agents, with a focus on accuracy, safety and effective handoffs to people.
Responsibilities
- Customer support agent (about 40%). Take our CX agent from a staff copilot to a member-facing agent that answers order status, invoice, return and product questions, and covers off-hours. Decide with the CX lead which replies the agent can send by itself, and build the hand-off to a person for the rest
- Lending agents (about 25%). Automate loan operations: read, sort and file loan documents, spread borrower financial statements, follow up on conditions to close, and contact new land-loan leads within minutes. Work inside our loan origination system (nCino on Salesforce) and its controls
- Sales and order agents (about 20%). Build agents that take routine and repeat orders, follow up on stalled carts and quotes, return missed sales calls and send SMS outreach that hands warm leads to a sales rep
- Evals, safety and operations (about 15%). Build eval suites from real cases (135K support cases and 1.1M calls already mined). Measure accuracy, safety, latency and business outcomes. Set guardrails, monitoring and incident response for agents that act for FBN in front of customers
- Owns the customer-facing agent portfolio end to end: design, build, evals, launch and run
- Decisions owned: agent architecture, tool and data access, eval criteria and launch readiness. Business owners approve what the agent may say and do
- Impact: company-wide. These agents are a main part of the FY27 AI plan for Direct, CX and Lending
- Sets the standard practice for how FBN builds and evaluates customer-facing agents. Mentors other engineers and the business champions
Skills
- Bachelor's degree in computer science or a related field and 8+ years of software engineering experience, or 12+ years of related experience
- Shipped LLM-based agents or assistants to real users in production, with tool use, retrieval and multi-step workflows
- Built eval suites and used them to decide launches: offline test sets from real data, online monitoring, and regression checks
- Strong backend engineering in Python or TypeScript: APIs, queues, data pipelines, cloud (AWS)
- Integrated with business systems such as a CRM, ERP, telephony or messaging platform, with care for auth, permissions and audit trails
- Clear judgment on safety: when an agent should act, when it should draft, and when it must hand off to a person
- Works directly with non-technical business owners. Turns an unclear customer problem into a scoped agent with success criteria
- Customer support automation, contact center or conversational AI experience
- Lending, fintech or regulated workflows (document processing, KYC, credit policy)
- Salesforce, nCino, NetSuite or Dialpad APIs. SQL on a data warehouse (Redshift)
- Agriculture, marketplace or e-commerce background
Benefits
- Equity compensation (dependent upon job level)
- Incentive/bonus plans (dependent upon position)
- Paid holidays plus an additional floating holiday
- Work flexibility including paid time off and remote work if your role is eligible
- Parental leave
- Medical, dental, vision, wellbeing, short & long term disability, and life insurance
- 401k
- HSA employer contributions
Company Overview
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