{"id":1207233,"url":"https://alion.io/job/open-positions-senior-full-stack-software-developer-ai-customer-support","title":"Senior Full-Stack Software Developer - AI Customer Support","company":{"id":19876,"name":"Open Positions","domain":"gaiia.com","url":"https://alion.io/company/open-positions","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Frontend","role_family":"Frontend","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":120000,"max":200000,"currency":"USD","period":"year","gross":null,"usd_annual":200000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"A/B Testing","optional":false},{"name":"AI Agents","optional":false},{"name":"Claude Code","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Node JS","optional":false},{"name":"OpenAI Codex","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"React.js","optional":false},{"name":"TypeScript","optional":false},{"name":"GraphQL","optional":true},{"name":"JavaScript","optional":true},{"name":"Twilio","optional":true},{"name":"WebRTC","optional":true}],"status":"live","first_seen_at":"2026-09-24T18:39:27Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-28T22:02:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About gaiia\nAt 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.\nWe'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!\nRole & Team\nWe’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.\nToday, 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.\nYou 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.\nYou’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.\nWhat is your team working on?\nTechnically 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.\nMore pragmatically, as part of the AI Customer Support squad, you will have the chance to:\nBuild 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.\nDesign and implement the agent configuration experience - how CSPs customize agent behaviour, tone, escalation rules, and business logic for their specific needs.\nBuild 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.\nDevelop continuous improvement loops - systems that analyze real customer interactions to identify gaps, suggest improvements, and validate changes before they go live.\nIntegrate with omnichannel infrastructure - voice (telephony/IVR), live chat, email, and SMS - so the agent meets customers wherever they are.\nDesign the guardrails and safety layer - ensuring the agent stays within approved boundaries, escalates appropriately, and never takes unauthorized actions on customer accounts.\nContribute to evaluation and testing frameworks - automated conversation simulations, regression testing, and A/B testing infrastructure for agent behaviour.\nQualifications\nYou have hands-on experience with LLMs, prompt engineering, and AI agent design. You’ve built agentic systems that take real actions.\nYou have strong intuitions about AI product design - you think about failure modes, edge cases, and user trust.\nProven experience building with Coding Agents (Claude Code, Codex, etc.).\nYou 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.\nAt least five (5) years of experience in TypeScript.\nExperience in DevOps and cloud infrastructure.\nExperience with the React library.\nExperience with Node.js.\nYou have a natural drive to turn ambitious ideas into reality.\nYou are known as a team player with impeccable work ethic.\nNice-to-haves\nExperience building voice AI or telephony integrations (IVR, SIP, WebRTC, or platforms like Twilio, Vonage).\nExperience with conversation design - structuring multi-turn dialogues, managing context, and designing escalation flows.\nBackground in customer service operations or familiarity with CSR workflows and contact center tooling.\nInterest in AI agent evaluations. Hands-on experience designing or running evals is a plus.\nYou have experience with GraphQL.\nYou have designed serverless systems before.\nYou have an interest or expertise in functional programming.\nSalary\nAt 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.\nThe salary range for this role is $120,000-$200,000.\nBenefits\nFlexible 25 days vacation\nGroup Insurance\nTelemedicine\nLife Spending Account\nRRSP & DPSP\nFlexible working hours & all-remote work\nEmployee Stock Option Plan (ESOP)\nWe 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  as per the Accessible Canada Act and human rights legislation. We're here to support you every step of the way.","description_format":"text","description_chars":5590,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Stock options"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Billing & Subscription Management"],"lifecycle":[{"event":"open","at":"2026-09-25T00:51:40Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":37,"reasons":["conf:5","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":{"stated_usd_annual":200000,"is_top_pay":true},"html_url":"https://alion.io/job/open-positions-senior-full-stack-software-developer-ai-customer-support","json_url":"https://alion.io/job/open-positions-senior-full-stack-software-developer-ai-customer-support.json","meta":{"generated_at":"2026-09-29T00:06:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":56,"day_limit":5000,"remaining_today":4944,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}