Senior Solutions Architect

Role overview

Shape technical solutions that connect an AI customer service agent with clients’ business systems. You’ll advise clients and deal teams from early sales discussions through launch and ongoing improvement, turning business goals into designs that engineering teams can build and maintain.

Responsibilities

- Lead technical discussions with client business and engineering teams, clarify needs, and recommend practical approaches. - Design integrations with systems such as CRMs, contact centers, commerce platforms, knowledge bases, and analytics tools. - Scope bespoke solutions, build working proofs of concept, and guide them into production with engineers. - Advise customer success teams on technical improvements that can increase automated resolution. - Provide buildable specifications, reusable implementation patterns, and evidence-based product feedback.

Requirements

- At least six years in a customer-facing technical role, such as solution architecture, sales engineering, integration engineering, or technical consulting. - Experience designing integrations with REST APIs, webhooks, SDKs, and event-driven patterns, including authentication, personal data handling, scaling, and rate limits. - Experience leading technical work in complex B2B sales cycles and working with both business and engineering stakeholders. - Familiarity with CRM and contact center platforms, and the ability to learn unfamiliar systems quickly. - Practical coding experience in Python or JavaScript, familiarity with cloud services, and the ability to prototype and communicate effectively with engineers. - Strong communication, follow-through, and judgment when deciding between configuration, guidance, and custom development.

Nice to have

- Customer-facing experience with AI agents or conversational AI. - Familiarity with platforms such as Zendesk, Salesforce, Amazon Connect, Microsoft Dynamics, or Oracle; hands-on experience with MCP or AI agent tools is a plus.

Benefits and work setup

- Remote-first work with access to local hubs, flexible scheduling, and a work-from-home budget. - Listed benefits include flexible vacation, health and insurance coverage, wellness and family assistance programs, and a learning and development budget. - AI tools and hands-on work with large language models are part of the stated work environment. Benefits and perks apply to full-time permanent employees.