About MaqsamMaqsam 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 OpportunityAs 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 ResponsibilitiesReview client requirements, knowledge base documents, URLs, and business flows to assess readiness for AI agent implementationStructure and optimize knowledge bases to improve retrieval quality, contextual accuracy, and agent reliabilityDesign, tune, and iterate on prompts, system messages, and agent instructions to improve response qualitySet up and improve AI agent workflows, actions, and interaction logicIdentify gaps, edge cases, and failure points in AI agent behavior and propose practical improvementsDefine testing approaches for AI agents, including stress testing, scenario-based testing, and quality checksReview testing results and client feedback, then translate them into clear improvementsCollaborate with Product, Engineering, Customer Success, and other teams to align AI agent behavior with client needsDocument decisions, issues, and recommendations clearly for internal teams and clientsHelp define best practices for AI agent design, KB structuring, prompt quality, and evaluationSupport and guide less experienced team members when neededWho We're Looking ForStrong technical background with hands-on experience in conversational AI, LLMs, AI agents, or chatbot platformsPractical experience in prompt engineering, workflow design, automation systems, or AI agent configurationGood understanding of knowledge base structuring, content quality, and how content impacts AI agent performanceAbility to analyze AI agent behavior, identify root causes of failures, and propose clear solutionsExperience with testing AI systems, including scenario testing, prompt evaluation, or quality assuranceStrong critical thinking and attention to detailExcellent written and verbal communication skills, especially when explaining technical decisions or giving feedbackAbility to work effectively with cross-functional teams, including Product, Engineering, Customer Success, and client-facing teamsAt least 2-3 years of relevant work experience is preferredExperience with RAG systems, MCPs, external tools, APIs, or voice agents is a plusAbility to work in a fast-changing environment and take ownership of ambiguous problemsWhat We Provide youJoin a world-class team at Maqsam, where your growth is our priority. Here's what you can expect:A collaborative and friendly environment with flexible hoursMany opportunities to learn, grow and become a world-class professionalA fair compensationA culture that thrives on open communication and transparencyFirst-class health insurancePart of Something Big: Work with seasoned professionals and be proud of being part of the exciting world of SaaS businessReady to join Maqsam's team? Apply now!