AI Solutions Architect

We are looking for an experienced AI Solutions Architect to join our AI Solution Services team, with a strong background in engineering and web development. In this role, you will be responsible for delivering a truly exceptional customer experience, as well as educating and supporting our customers on the AgentX Support product.

This is a hands-on, highly technical role—much broader than a typical “click-and-configure” position. You will be directly responsible for helping customers integrate Workato into their products, build flows, diagnose and report issues, and serve as the bridge between our customers and our product teams. Our work begins the moment a customer decides to use AgentX Support, and we stay with them every step of the way to ensure they get the most value from our product.

In this role, you will also be responsible to:

• Design and implement AI-powered customer support automation solutions that reduce resolution times and improve customer satisfaction

• Develop intelligent ticket routing and classification systems to ensure customer issues reach the right agent faster

• Build conversational AI agents capable of handling common customer inquiries without human intervention

• Create analytics dashboards to measure and optimize the effectiveness of support automation solutions

• Continuously monitor and enhance system performance to ensure efficiency, reliability, and scalability

• Take ownership of customer communications and issues from initiation to resolution, delivering an outstanding customer experience

• Use strong communication skills to explain technically complex ideas to non-technical audiences

• Collaborate with the Support team to ensure an exceptional customer experience by making the product as easy to use, reliable, bug-free, and responsive as possible

• Troubleshoot and debug complex issues, understanding both our own codebase and the diverse technologies used by customers

• Create and deliver custom product demonstrations to support the Sales team and other internal stakeholders

• Enhance internal processes and promote teamwide knowledge sharing by contributing to the internal knowledge base

• Play a key role throughout the product development lifecycle, from ideation to implementation

• Support the Product Manager in crafting technical and design specifications for new features and improvements

• B.Tech/B.E. or higher in Computer Science, Artificial Intelligence, Machine Learning, or a related technical field

• Overall, 14+ years of relevant experience in the design, development, and implementation of AI-driven solutions

• Proven experience in AI engineering, with a strong focus on agent-based systems

• Strong knowledge of JavaScript, DOM manipulation, and browser developer tools for front-end automation

• Experience working with WebSockets for implementing real-time communication in support interfaces

• Ability to develop custom web scraping solutions to extract structured data from various sources

• Solid understanding of anti-scraping techniques and experience with HTML parsing libraries

• 5–8 years of hands-on coding experience in Python and/or JavaScript

• Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or ServiceNow

• Demonstrated success implementing conversational AI for customer-facing applications

• Strong understanding of intent classification and entity extraction techniques for support queries

• Experience with support ticket analytics and automated response systems

• Familiarity with omnichannel support integration (chat, email, voice, social media)

• Understanding of key customer support metrics (CSAT, NPS, First Contact Resolution) and strategies to optimize them through automation

• Strong collaboration skills, ability to adapt to a dynamic start-up environment, with a passion for making an impact

• Strong critical thinking, analytical skills, with an entrepreneurial and proactive mindset

• Ability to effectively prioritize tasks and manage time, even under high-pressure situations

• Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience

• Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly

• Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge

For California applicants, the pay for this role begins at $150,000 plus benefits, perks, and equity

To stand out in the hiring process, please take the time to respond to the Job Application Questions below with concise yet informative answers. All submissions are personally reviewed by the Hiring Team, not evaluated by AI.