Solutions Architect, AI Intake

Role overview Own the setup and ongoing effectiveness of AI-assisted phone intake for organizations handling legal cases. This is a hands-on implementation and product role: configure voice agents and connected systems, improve performance using real calls, and turn recurring setup challenges into better product capabilities and repeatable guidance.

Responsibilities - Map how prospective clients reach an organization and coordinate end-to-end setup of its voice agent, phone system, lead sources, management tools, document systems, and scoring. - Translate requests into practical configurations, launch the agent, and refine its behavior based on call outcomes and feedback. - Diagnose complex call flows, transfers, interruptions, off-script conversations, and handoffs between systems. - Share patterns and product needs with engineering and product teams, and address recurring requests through improved templates or product changes. - Build repeatable voice-agent evaluations using test calls, call reviews, and regression checks for model or platform changes. - Document procedures and train customer-facing colleagues to handle routine implementations independently.

Requirements - At least three years of experience in intake, legal operations, implementation, or building with AI. - Practical understanding of intake in a plaintiff law firm or similar high-volume, phone-based operation, including urgent and sensitive caller scenarios. - Ability to test AI behavior or willingness to develop evaluation scripts and repeatable checks. - Skill in clarifying customer needs, communicating a plan, and implementing the resulting configuration. - Confidence troubleshooting interconnected tools such as phone trees, call forwarding, CRMs, webhooks, and administrative portals.

Nice to have Coding ability; experience with voice AI or contact-center platforms; familiarity with legal case-management tools; or prior implementation, solutions engineering, or forward-deployed work.

Benefits and work setup On-site work in the San Francisco or San Mateo area is preferred, with remote considered. The role involves regular client travel; remote employees should expect about one week each month in the Bay Area. Benefits include health, dental, vision, and life insurance, disability coverage, a matched 401(k), flexible time off and holidays, workplace setup reimbursement, and a telecommuting stipend. Commuter benefits and office perks apply to in-office employees.