Description

About Maqsam
Maqsam is the leading Arabic AI-powered contact center solution in the MENA region designed to revolutionize customer experience. Leveraging groundbreaking advancements in AI technology, Maqsam has spearheaded accurate Arabic call transcription, advanced analytics, and insights, along with unique AI modeling utilizing its in-house designed LLM.

Your opportunity
As a senior AI agent architect, you will play a key role in designing, optimizing, and scaling AI-powered customer experiences for leading businesses across the region. You will be responsible for translating client requirements, business flows, and knowledge bases into reliable, high-performing AI agents that deliver accurate and natural interactions. This role involves structuring and improving knowledge sources, designing prompts and workflows, evaluating AI agent behavior, and continuously enhancing performance through testing and analysis. As the bridge between technical teams and client needs, you will collaborate closely with product, engineering, and customer success teams to ensure AI solutions are practical, scalable, and aligned with business goals. You will also contribute to defining best practices for AI agent architecture, prompt quality, and conversational design while helping shape the future of Arabic AI experiences at Maqsam.

Key responsibilities

• Review client requirements, knowledge base documents, URLs, and business flows to assess readiness for AI agent implementation.
• Structure and optimize knowledge bases to improve retrieval quality, contextual accuracy, and agent reliability.
• Design, tune, and iterate on prompts, system messages, and agent instructions to improve response quality.
• Set up and improve AI agent workflows, actions, and interaction logic.
• Identify gaps, edge cases, and failure points in AI agent behavior and propose practical improvements.
• Define testing approaches for AI agents, including stress testing, scenario-based testing, and quality checks.
• Review testing results and client feedback, then translate them into clear improvements.
• Collaborate with product, engineering, customer success, and other teams to align AI agent behavior with client needs.
• Document decisions, issues, and recommendations clearly for internal teams and clients.
• Help define best practices for AI agent design, knowledge base structuring, prompt quality, and evaluation.
• Support and guide less experienced team members when needed.

Who we’re looking for

• Strong technical background with hands-on experience in conversational AI, LLMs, AI agents, or chatbot platforms.
• Practical experience in prompt engineering, workflow design, automation systems, or AI agent configuration.
• Good understanding of knowledge base structuring, content quality, and how content impacts AI agent performance.
• Ability to analyze AI agent behavior, identify root causes of failures, and propose clear solutions.
• Experience with testing AI systems, including scenario testing, prompt evaluation, or quality assurance.
• Strong critical thinking and attention to detail.
• Excellent written and verbal communication skills, especially when explaining technical decisions or giving feedback.
• Ability to work effectively with cross-functional teams, including product, engineering, customer success, and client-facing teams.
• At least 2–3 years of relevant work experience is preferred.
• Experience with RAG systems, MCPs, external tools, APIs, or voice agents is a plus.
• Ability to work in a fast-changing environment and take ownership of ambiguous problems.

What we provide you

• Join a world-class team at Maqsam, where your growth is our priority.
• A collaborative and friendly environment with flexible hours.
• Many opportunities to learn, grow, and become a world-class professional.
• A fair compensation.
• A culture that thrives on open communication and transparency.
• First-class health insurance.
• Part of something big: work with seasoned professionals and be proud of being part of the exciting world of SaaS business.