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AI Agent Developer
Full-time
About the role
As an AI Agent Developer at Hagerty you will design, build and continuously improve AI agents that handle real member interactions across the full customer lifecycle: from quoting and binding coverage, to policy service, to first notice of loss and claims.
You will own the end-to-end agent development lifecycle on the Sierra platform: scoping agent behavior, designing conversation flows, integrating with Hagerty's systems, evaluating quality and iterating in production until each agent is the best version of itself. This is a senior individual contributor role, expected to operate with autonomy, partner directly with business and technology stakeholders, and drive outcomes measurable in member satisfaction, resolution rates and reduced manual effort.
Own the agent development lifecycle
Take agents from initial scope through conversation design, tooling, evaluation, launch and continuous iteration in production
Translate business goals and member needs into agent behaviors that handle complex, high-volume interactions across quoting, policy service and claims
Define evaluation criteria for each agent, then use those metrics to drive improvement in resolution rates and member satisfaction
Coordinate across technical and non-technical stakeholders throughout the full build and launch process
Design and build high-quality agents
Design and build conversational AI agents on the Sierra platform, expressing goals, procedural knowledge and deterministic guardrails for regulated or high-stakes interactions
Develop and refine conversational flows, rewrite prompts and run simulations to tune agent behavior against real member scenarios: edge cases, tone, brand voice and accuracy all matter
Integrate agents with internal systems and APIs (policy administration, quoting engines, claims platforms) using appropriate authentication patterns and service accounts
Build and maintain immutable agent release snapshots, including model version dependencies, knowledge bases and prompts, following established release and engineering standards
Apply engineering discipline in no-code, low-code and declarative platforms: practical logging, error handling, monitoring, automated testing and regression coverage for critical agent workflows
Validate data accuracy in agent outputs, build reconciliation and anomaly checks where outcomes touch financial or policy data, and raise issues early
Drive continuous quality and improvement
Establish and run structured quality assurance processes: auditing live conversations, annotating agent behavior and converting findings into regression tests
Use annotated conversations to build a growing test suite that prevents regressions across model upgrades, prompt changes and platform updates
Monitor agent performance in production, respond to incidents and iterate rapidly based on usage signals, member feedback and business outcomes
Participate in on-call production support, sharing responsibility for incident response and agent reliability
Shape how Hagerty builds with AI
Act as a trusted internal advisor on AI agent strategy, contributing data-driven insights on what is working and where agents can expand
Identify and champion new agent use cases across the member lifecycle as the technology and Hagerty's capabilities evolve
Contribute to team engineering standards, reusable integration patterns and secure-by-default guardrails for agent development
This might describe you
Hands-on experience building or deploying AI and LLM agents in production, including prompt engineering, eval frameworks, RAG and agent tooling
Strong technical aptitude: comfortable reading API documentation, understanding data models and system architecture, and engaging in engineering tradeoff discussions
Experience with low-code, no-code or declarative platforms and the ability to ramp quickly on new tooling
Proficiency consuming and integrating APIs, including authentication patterns and service accounts
A degree in computer science, engineering, mathematics or a related technical field, or equivalent practical experience at the intersection of technology and business
Experience applying engineering-quality practices to no-code and low-code development: automated testing, regression coverage, monitoring and alerting for critical paths
Experience with CI/CD, release management and deployment promotion practices across dev, test and prod, including versioning and rollback awareness
Strong security posture: least-privilege access, secrets management, auditability and compliant handling of sensitive member data
Proven ability to own complex, high-visibility projects end-to-end, from scoping and stakeholder alignment through production launch
Excellent verbal and written communication skills, able to explain technical concepts clearly to non-technical partners
Strong analytical and problem-solving skills, able to identify risks and handle unexpected challenges autonomously
Nice to have
Experience in insurance, financial services or another regulated industry
Familiarity with telephony platforms and voice agent development
Background in conversational design, customer experience or contact center operations
Location
This position is open to U.S. remote work. Team members who reside within 20 miles of the Traverse City headquarters follow a hybrid schedule, working from the office three days per week. The role may require travel for quarterly events.
