Agent Experience Engineer

Job Type: Full-Time

Role Type: Permanent

Job Location: Remote - Toronto

About Us

ACTO is an Intelligent Field Excellence (IFE) platform built for life sciences that unifies human intelligence with empathetic AI to help Sales, Medical, Market Access, and Marketing teams improve customer engagement and brand performance. With ACTO, biopharma companies can ensure field professionals are always competent, confident, and credible in face-to-face HCP interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. As a validated platform compliant with FDA 21 CFR Part 11 and SOC 2 Type II certified, ACTO is the trusted partner for intelligent field excellence in the life sciences industry.

Role Summary

The AX Engineer (Agent Experience Engineer) is a core builder of ACTO SuperAgents — role-based AI assistants purpose-built for commercial, medical, and patient-facing teams in life sciences. You will design, build, test, and optimize AI agents on the ACTO platform, translating the real-world workflows of sales representatives, MSLs, medical directors, reimbursement specialists, and other field and home office roles into intelligent, compliant, and high-performing agents. This is a hands-on role at the intersection of workflow design, AI behaviour engineering, enterprise systems integration, and customer delivery.

In This Role, You Will Be Responsible For

•       Conducting structured discovery sessions with clients to understand user roles, SOPs, and enterprise workflows, and translating findings into structured technical specifications.

•       Identifying and mapping dependencies across backend databases, APIs, data warehouses, and enterprise platforms (e.g., Veeva, Salesforce, Snowflake) embedded in client workflows.

•       Designing and configuring ACTO SuperAgents with defined objectives, behavioural guardrails, intent logic, and interaction flows tailored to specific user roles.

•       Modelling agent Skills using a tools + actions + knowledge framework, building reusable design patterns and configuring agents to retrieve and reason over governed, validated content.

•       Creating, refining, and optimizing prompts and system instructions that power SuperAgent Skills for accuracy, compliance, and usability.

•       Applying evaluation techniques to test agent outputs, identify edge cases, and drive iterative improvements in agent performance.

•       Participating in UAT cycles, gathering and synthesizing stakeholder feedback, and supporting production deployments to ensure agents perform reliably in real-world conditions.

•       Collaborating cross-functionally with IT, Customer Success, Product, and Engineering teams to align agent configurations with backend systems and evolve best practices for SuperAgent design. 

To Be Successful in This Role, You’ll Need

Technical & Functional Skills

•       1–2 years of experience designing or configuring AI agents, conversational systems, or AI-driven workflows.

•       Strong prompt engineering skills, including structured prompts and system-level instructions.

•       Understanding of LLM behaviour, strengths, limitations, and evaluation methods.

•       Familiarity with agent frameworks, orchestration concepts, or multi-step agent logic.

•       Ability to translate business requirements into logical agent configurations.

•       Experience participating in UAT cycles and structured testing.

•       Foundational understanding of backend databases (e.g., SQL-based systems), APIs, and data warehouse concepts.

•       Familiarity with enterprise platforms such as Veeva CRM, Salesforce Health Cloud, Veeva Vault, Snowflake, or Tableau.

•       Experience managing workstreams or projects from requirements gathering through implementation.

Domain & Workflow Understanding

•       Experience in healthcare, life sciences, pharma, or other regulated industries strongly preferred.

•       Understanding of commercial, medical affairs, or patient services workflows.

•       Comfort working within compliance and content governance constraints.

Soft Skills

•       Strong written and verbal communication skills.

•       Highly organized, detail-oriented, and comfortable managing multiple agents or builds in parallel.

•       Collaborative mindset with the ability to work cross-functionally.

•       Curiosity and willingness to experiment, test, and iterate. 

Education & Experience

•       Bachelor’s degree in Computer Science, Engineering, Cognitive Science, Human-Computer Interaction, Life Sciences, or related field (or equivalent practical experience).

•       1–2 years of experience in one or more of: Conversational or Agentic AI development; Product configuration or solution engineering; Workflow or UX design for digital systems; AI platform implementation or enterprise customer delivery.

Bonus Points If You Have

•       Experience working at a startup or in an early-stage product environment.

•       Hands-on experience with Veeva, Salesforce, or Snowflake integrations.

•       Background in life sciences commercial or medical affairs operations.

What You’ll Enjoy About ACTO

•       Industry leading, multiple award-winning technology.

•       Competitive compensation package.

•       Being part of a mission-driven organization focused on improving patient outcomes.

•       Results-driven and collaborative culture.

•       Remote work with opportunities for in-person collaboration.

•       Company MacBook.

•       Budget for work-from-home set-up.

•       Monthly work-from-home allowance.

•       Flex hours (overlapping with our core hours).

•       Participation in group benefits and RRSP.

•       Flexible PTO.

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.

We may use AI-powered tools during parts of our hiring process to help review applications and support candidate communication. These tools are designed to assist our team, but all final hiring decisions are made by human recruiters and hiring managers. If you have any questions or concerns about this process, please let us know.

We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.