AI Architect
Systems Architecture
Architect and implement the systems infrastructure underpinning client services platforms—designing for reliability, scalability, and security across all customer touchpoints. Own technical decisions end-to-end, from architecture to working code.
Business Impact Measurement
Define and track key metrics to measure the impact of AI and systems initiatives on business outcomes such as CSAT, onboarding speed, efficiency, and cost reduction. Tie engineering decisions directly to measurable ROI.
Instrumentation & Data Capture
Collaborate with engineering and product teams to ensure comprehensive instrumentation in the codebase, capturing all relevant client interaction and operational data for actionable insights.
Process Orchestration & System Integration
Lead process orchestration initiatives, integrating and optimizing workflows across platforms such as Rudderstack, Salesforce, Gainsight, Avaamo, and Staircase AI. Demonstrate expertise in integrating systems so that user segmentation flows seamlessly from Customer Data Platform (CDP) to Product Experience (PX), enabling curated, personalized experiences at every step.
AI/ML Solution Integration
Hands-on design, implementation, and deployment of AI-driven solutions for support automation, customer health scoring, and workflow optimization. You will write the code, build the integrations, and own the systems—not just evaluate vendors or manage others who do.
AI & Systems Implementation
Design and build scalable AI-powered systems and pipelines that enable real-time insights, proactive interventions, and personalized client experiences. Hands-on coding is expected—this is a builder role.
Custom Design & Development
Write production-quality code (Python, JavaScript/TypeScript, or similar) to build and ship AI-powered features, integrations, and tooling. Comfortable owning implementations from prototype through deployment.
Technical Subject Matter Expertise
Serve as the hands-on technical authority for AI systems, process automation, and platform architecture within Client Services, leading by doing as much as by guiding.
Best Practices & Governance
Establish and enforce engineering best practices for AI systems, including testing, observability, and responsible AI governance across client services.
Proven Experience
10+ years of experience in systems architecture, software engineering, and AI implementation, ideally within a SaaS or technology-driven environment.
Hands-on Software Engineering Skills
Advanced technical engineering and data science skills, including hands-on experience with data modeling, APIs, workflow automation, and AI/ML integration. Proficiency in Python and/or JavaScript/TypeScript required.
Distributed Systems & API Expertise
Deep understanding of distributed systems, APIs, event-driven architecture, and instrumentation best practices.
Client Services & Technology Stacks
Proven experience with modern client services, technology stacks, and AI platforms (e.g., chatbots, customer intelligence, workflow automation).
Complicated Integrations
Proven experience with complex integrations.
Scripting & Backend Languages
Proficiency in scripting and backend languages (Python preferred); frontend experience (HTML/CSS/JS) a plus but not the focus of this role.
User Segmentation & Curated Experiences
Experience integrating systems to enable user segmentation and curated experiences from CDP to Gainsight PX.
Analysis & Problem Solving
Strong analytical, problem-solving, and process optimization abilities.
ROI & Business Solutions
Experience translating business needs into scalable, high-impact technical solutions that deliver measurable ROI.
Team Management & Stakeholder Management
Proven ability to integrate systems to enable user segmentation and curated experiences from CDP to Gainsight PX.
Communication & Influence
Excellent communication and stakeholder management skills, with the ability to influence across the organization.
Pay
The estimated base salary range for new hires into this role is $176,000-$200,000 annually + bonus depending on factors such as job-related knowledge, relevant experience, and location.
Benefits
We also offer a competitive benefits package, details of which can be found here.