Strategist, Agent Development - Tech, Media & Telecom

About this role

ABOUT US

At Sierra, we’re building a platform to enable every company in the world to build better, more human customer experiences with AI. We partner with industry leaders such as SoftBank, Uber, Rivian, CLEAR, and Sutter Health. We are primarily an in-person company based in San Francisco, with growing offices across North America, Europe, and Asia.

We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These values are the foundation of our work, and we are committed to upholding them in everything we do.

Our co-founders are Bret Taylor https://www.linkedin.com/in/brettaylor/ and Clay Bavor https://www.linkedin.com/in/claybavor/. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace. 

ABOUT THE TECH, MEDIA & TELECOM TEAM

- We work with some of the world's most influential and recognizable companies, from global telecommunications providers and leading media brands to technology platforms that power businesses worldwide.

- We build agents for the moments that matter, helping our customers rise to the occasion when service disruptions, major product launches, or global events like the World Cup https://www.linkedin.com/posts/claybavor_at-sierra-we-are-very-proud-to-have-partnered-share-7491200202284945410-Bg79/?utm_source=share&utm_medium=member_desktop&rcm=ACoAABYjELMBZfjrg-wrv53M1tVXGe93FF3eTww drive millions of customer interactions.

- We bring Sierra’s Horizon https://sierra.ai/product/horizon vision to TMT by building agents that transform the entire customer relationship: - Telecommunications: Turn one of the most frustrating customer experiences into one of the most personal, with agents that understand each subscriber, optimize their plan and savings, anticipate opportunities to add value, and earn their loyalty over time. - Media: Turn every subscription into an ongoing, personalized relationship, with agents that help each subscriber get the most from their experience through the right content, offer, plan, and support from their free trial through retention. - Technology: Bring the white-glove customer experience traditionally reserved for the largest enterprise accounts to every customer, helping them adopt the product, discover new ways to get value, expand their usage, and successfully renew.

WHAT YOU'LL DO

As an Agent Strategist https://sierra.ai/blog/agent-strategist-your-phd-in-applied-ai, you own how Sierra’s AI agents come to life for our customers — from first pilot to a production agent handling thousands of conversations a day. You sit at the intersection of product, building agents and customer-facing work, and stay just as close to the technology as you are to the people you build for. You transform a customer’s thorniest, highest-stakes problems into agents that measurably move their business.

- Own the Agent Development Life Cycle https://sierra.ai/blog/agent-development-life-cycle. Take agents from initial scope through conversation design, tooling, and evaluation, to launch and continuous iteration in production — translating business goals into an agent that outperforms, and tuning relentlessly until it’s the best version of itself in the real world. You’ll have real ownership and autonomy over the outcome.

- Be the trusted strategic advisor to enterprise leaders. Sit shoulder-to-shoulder with our customers’ executives, understand what success actually means to their business, and shape the AI strategy that gets them there.

- Partner with the customer’s working teams day to day. Run working sessions, troubleshoot the agent as issues come up, and make the calls that keep the build on track for launch.

- Directly impact product. Surface unmet needs from your customer work, and feed them back to research and platform to shape where Sierra goes next.

EXAMPLE PROJECTS

These are the kinds of projects strategists on our TMT team work on:

- Scope and launch a subscription-retention agent for a telecommunications or media company, then tune it to save more at-risk customers while preserving trust and brand voice.

- Launch a top-of-funnel sales agent for a telecommunications provider that qualifies prospects, recommends plans and devices, and converts interest into new subscriptions.

- Build a new-subscriber onboarding agent that activates service, ports numbers, configures devices, and reduces early-life churn.

- Create a proactive, long-running agent that detects service or account issues, reaches out across channels, and manages resolution before the customer contacts support.

- Develop a media growth agent that drives content discovery, trial conversion, plan upgrades, and subscription renewal.

- Partner with Product to develop capabilities for TMT-scale traffic, including low-latency voice, multilingual experiences, proactive communications, and resilient performance during major launches or service events.

WHAT YOU’LL BRING

- Customer obsession. Genuine energy being in front of customers — understanding their business and needs, thriving in complex organizations, and building trusted relationships.

- Communication. Clear, direct, and persuasive across technical and non-technical audiences.

- Strategic problem-solving in ambiguity. Strong analytical and critical-thinking skills to break down complex problems, spot risks early, and adapt as things change fast.

- Technical aptitude. Comfortable engaging directly with technical concepts — reading API documentat

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