AI Architect

Kustomer is the industry-leading conversational CRM platform, empowering businesses with intelligent tools such as AI and automation, no-code configuration, and a connected data platform that unifies data from multiple sources. Our platform enables personalized customer service across any channel, making every interaction meaningful. Kustomer serves leading brands like Sweetgreen, Starz, Vuori, Resy, and Cotopaxi. Originally founded in 2015, Kustomer was acquired by Meta in 2022 and later spun out as a standalone company in 2023, backed by investors including Battery, Redpoint, Boldstart Ventures, and Norwest.

About the role

As an AI Architect on the Professional Services team, you will design and build AI agents and automations that power our customers' support operations—Kustomer Concierge for end users and Kustomer Envoy for support teams. This role involves leading technical discovery sessions with customers to map their systems and business processes, then translating those insights into working solutions using procedures, Code Tools, and Workflows. You will enable AI agents to perform tasks like order lookups, delivery scheduling, refund processing, or seamless human handoffs.

This is a hands-on, AI-first role where you will use tools like Claude Code, the in-platform Kustomer Architect agent, and internal debugging tools to build, test, and refine solutions. Your focus will be on discovery, architecture, and decision-making about what should be automated, while leveraging AI to handle the heavy lifting. Your work will directly inform Product and Engineering teams, shaping the future of our AI products through field feedback and best practices.

Responsibilities

• Lead technical discovery sessions with customer experts to fully understand their use cases, business processes, and supporting systems
• Design and build AI agents, code tools, and automations in Kustomer Concierge and Envoy
• Guide customers through data and integration work required to deploy AI agents, identifying necessary system changes
• Assist prospects with proof-of-concept builds in testing environments
• Test, debug, and tune AI configurations in production by analyzing logs, stack traces, and API responses
• Partner with Product and Engineering teams to provide field feedback, brainstorm best practices, and contribute to documentation
• Collaborate across the company to share AI knowledge and best practices
• Travel as needed to support customer initiatives

Requirements

• Experience in technical consulting, solutions architecture, implementation, or engineering—ideally in enterprise B2B SaaS
• A track record of running effective customer discovery sessions, unpacking use cases and business processes
• Hands-on experience building integrations and prototypes against REST APIs, with fluency in testing and debugging
• Ability to read and reason over JavaScript to understand Code Tool functionality, identify failures, and suggest improvements
• Genuine AI fluency; daily use of AI coding and reasoning tools with informed opinions on optimizing output
• Familiarity with customer experience and support, comfortable discussing omnichannel delivery (email, voice, chat, social, bot) with technical and business audiences
• Strong written and verbal communication skills to explain complex designs to diverse stakeholders
• Innate curiosity for new technologies, tooling, and frameworks, with enthusiasm for sharing knowledge

Benefits

• Competitive salaries and stock options
• In the U.S.: 100% healthcare coverage, 401K, WiFi and mobile reimbursement, and a generous vacation policy
• In the UK: pension, supplemental health insurance, and other perks

Pay

$135K - $180K

All roles at Kustomer may involve handling sensitive personal data.