Senior Full-Stack Software Developer - AI Customer Support

At gaiia, we're building the leading platform for Communications Service Providers (CSPs) that truly care about their customers. Our core product is an operating system (OS) for telcos that manages billing, operations, automation and everything in between.

We're passionate about taking care of our people, and it's not just lip service. We want you to focus on your job while we care for everything else. We offer competitive pay and benefits, attractive stock options, unparalleled transparency, and a 100% remote environment. We're excited to have you join us for your next career adventure!

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.

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.

• 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.

• 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.

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.

• 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 [email protected] as per the Accessible Canada Act and human rights legislation. We're here to support you every step of the way.

#LI-DNI