I've seen a couple of these roles pop up lately. For better or for worse, I think the AI Agent Manager is going to very quickly overtake what we called "Customer Support Technology" engineers at Postmates (if it hasn't already!).
Right. Makes a ton of sense. One of the biggest, if not the biggest, impediments to adoption of these programs is integration into core systems. The vendors have been staffing forward-deployed engineers but in reality, the real need is this type of role.
We have features that are starting to require roles like this VERY quickly. Mostly deep-knowledge curators, writers and editors that are honing the data we use to train the virtual agent so we can control results better.
I've had two interviews in the past couple of weeks where the recruiter's eyes lit up when I said I knew how webhooks and APIs worked in context of support tooling systems. It's definitely a thing!
