AI Solutions Architect

📋 Description

• Strategy driver: partner with CS and Product to define AI roadmap.
• Architect AI agent workflows; ensure reliable conversations and escalation.
• Quality reviews and analytics to identify trends and risks.
• Cross-functional collaboration with Eng, Product, CS.
• Expand AI agent experiences across channels (email, async).
• Compliance and security; manage AI vendor relationships (Intercom).

🎯 Requirements

• 1–3 years configuring customer-facing AI agents/chatbots (Intercom, Ada, Zendesk AI)
• 5+ years in CS backend ops or CS systems administration
• Systems thinker with change-management experience for CS teams
• Strong technical acumen; explain concepts to tech and non-tech audiences
• Analytical thinking; translate data into actionable decisions
• Cross-functional collaboration with Engineering, Product, Compliance, CS Strategy
• Stakeholder communication to all levels
• Adaptability and growth mindset in fast-paced environment
• Proven ability to work with Engineering, Product, Security

🎁 Benefits

• Equity (stock options)
• Comprehensive benefits package
• Inclusive culture with accommodations for disabilities