Senior Solutions Architect

About Us

The company is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

The company is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With the company, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, the company is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com , saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, the company is a pioneer in the management and application of AI in customer service.

At the company, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, the company could be the place for you.

Learn more at  [link for members] .

About The Role

The Solutions team designs the integrations and bespoke solutions that extend the company’s AI Agent to our clients’ business systems. We’re looking for a Senior Solution Architect to be the trusted technical advisor to our clients and deal teams, from pre-sales to long after launch. You'll take a holistic view of each client's business and technical landscape and shape the right solution, raising their AI Agent's automated resolution rate at a company defining how enterprises adopt AI agents for customer service.

As a Senior Solution Architect you will

• Partner with Solutions Consultants on complex deals beyond out of the box, owning the solution architecture and turning the art of the possible into something deliverable.

• Lead technical deep dives with client business and engineering teams, translating business goals into clear technical requirements and recommending the right approach.

• Own the design of technical solutions that connect the company’s AI Agent to clients’ business systems and data, such as CRMs, contact centres, commerce platforms, knowledge bases and BI tools, using the company’s APIs, SDKs and MCP.

• Design and scope bespoke solutions, implement working POCs, then drive them to production with our engineers.

• Serve as the technical advisor to Customer Success on existing and strategic accounts, identifying where technical solutions can improve a client’s AI Agent performance.

About You

• 6+ years in a customer-facing technical role such as solution architect, sales engineer, integration engineer or technical consultant at a SaaS or consulting company.

• Experience designing technical solutions across REST APIs, webhooks, SDKs and event-driven patterns, including auth (OAuth 2.0, JWT), PII handling and design for scale and rate limits, and writing specs engineers deliver against.

• Experience as the technical lead in complex B2B sales cycles, alongside account executives and solutions consultants.

• Excellent communicator with business and engineering stakeholders: you anticipate needs, follow through, set clear expectations, and know when guidance beats a custom build, while keeping relationships strong.

• Experience working across CRM and contact centre platforms, and the ability to ramp up quickly on new systems.

• Experience working with AI agents or conversational AI platforms in a customer-facing technical role.

• Hands-on enough with code (Python or JavaScript), cloud services (AWS), and coding agents (Claude Code or Codex) to prototype, review solutions and communicate with engineers.

• Technically curious and resourceful, comfortable with ambiguity in a fast-moving environment.

• Experience with Zendesk, Salesforce, Amazon Connect, Microsoft Dynamics, or Oracle is a plus.

• Hands-on with MCP or AI agent tooling is a strong plus.

Outcomes

• Shape pre-sales deals with a feasible technical approach, so what’s sold is what our clients can launch.

• Unblock clients when a platform or technology issue threatens a launch, before it becomes an account risk.

• Give Customer Success the technical options that help existing clients raise their automated resolution rate.

• Take bespoke solutions from scope to production with our engineers, with specs they can build against.

• Provide clients and account teams fast, confident technical answers, so deals and launches don’t stall on a technical question.

• Turn repeat solutions into reusable patterns and guides, so every new client moves faster.

• Bring recurring client needs to our Product team as clear, evidence-backed input.

• First 90 days: become the go-to expert on a set of the company’s integrations, and lead pre-sales and client technical conversations on your own.

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Benefits & Perks

At the company, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• Unlimited Vacation: Recharge when you need to.

• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.

• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.

• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.

• Remote-First, In-Person Friendly: Options to work from home or at our local hub.

• Learning & Development Budget: Invest in your long-term growth goals and skills.

• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.

• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.

• Hands-On with LLMs: Enhance your expertise in leveraging large language models.

• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.

The above Benefits and Perks only apply to full-time, permanent employees.

As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.

Thank you for your interest in joining us at the company. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.