About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.
Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.
We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
Your Role
As a Sr. AI Solutions Architect you are the bridge between a sophisticated AI prototype and a mission-critical production environment. While our research teams build the "brains," you build the body and the nervous system. You will be responsible for taking autonomous, agentic AI systems and deploying them into complex customer infrastructures—ensuring they are scalable, secure, and rigorously "guarded" against unpredictable behavior.
In this role, you will be the primary architect of AI behavior, responsible for transforming standard operating procedures (SOPs) into intelligent, automated workflows. You will not just be "using" AI; you will be "instructing" it—designing the logic, prompts, and integrations that allow our AI agents to operate seamlessly within our customers' technical ecosystems.
What you'll do- Solutions Design: Ability to understand customer requirements quickly and accurately. Translate ambiguous business objectives into clear, shippable Agentic AI-powered solutions.
- Requirements Translation: Conduct deep-dive discovery sessions with customers to translate business objectives and SOPs into structured technical instructions for AI Agents.
- Prompt Engineering & Training: Design, test, and iterate on complex prompt architectures to ensure AI agents deliver high-accuracy outputs aligned with client brand voice and logic.
- AI Consulting: Confidence to consult, not just replicate. Desire to build transformational solutions for customers that revamp the way they do business.
- Stakeholder Management: Act as the technical face of the company during deployments, managing expectations and providing expert guidance in a fast-paced environment.
- Production Integration: Lead the end-to-end deployment of Agentic AI workflows into customer environments. Author multi-step prompts, retrieval pipelines, and decision logic that plug into CRMs, ERPs, and custom APIs via our MCP framework.
- Guardrails & Safety: Develop and deploy systems and automated evaluation layers to monitor for hallucinations, bias, and security breaches.
- Performance Optimization: Optimize your agents as part of the hypercare process with your customer post-integration. Provide baselines for KPIs like task containment rate, task success rate, and hallucinations.
- Monitoring & Observability: Set up advanced tracking systems to provide customers with "Explainable AI" dashboards.
- Product Alignment and Influence: Capture common customer pain points, successful integration patterns, and platform limitations discovered in the field. Synthesize and deliver this critical, high-value signal directly back to our core Product and Engineering teams to influence the product roadmap and accelerate feature development.
- 5+ years of experience in a high-impact, customer-facing technical role such as Solutions Architect, Forward Deployed Engineering, Technical Consulting, MLOps, or Backend Engineering for SaaS/AI products.
- Familiarity with LLMs and Generative AI, specifically how to apply them to real-world tasks.
- Knowledge about using vector databases and orchestration frameworks (like LangChain or LlamaIndex) to build functional applications.
- Proven experience in advanced prompt engineering techniques (Chain-of-Thought, Few-Shot, ReAct) and LLM orchestration.
- Proven track record of deploying LLM-based applications at scale. Building agents to help in your personal life is a great start, but we want people who have proven to customers the value of AI.
- Strong proficiency in working with APIs (REST, GraphQL) and specifically building/configuring MCP (Model Context Protocol) servers.
- Hands-on experience integrating with enterprise platforms like Zendesk, Salesforce, or ServiceNow.
- Proven ability to use Python or Node.js for scripting and building middleware or connectors.
- Experience with fine-tuning of models for specific deployment constraints.
- Unrivaled business acumen and the ability to simplify technical complexity and communicate clear trade-offs, value propositions, and project plans to both a core engineering team and a non-technical C-suite executive.
- Ability to take a 50-page PDF of business rules and distill detailed information into a logical flow-chart for an autonomous agent.
- You thrive in ambiguity, take full ownership of outcomes, and are driven by delivering tangible, measurable results for the customer, often working under tight timelines.
- Ability to explain complex AI concepts to non-technical stakeholders clearly and confidently.
- An obsessive eye for detail—knowing that a single word change in a prompt can significantly alter AI behavior.
- Contributor to a dynamic team culture, focused on high-growth industry innovation, team collaboration, customer success, and having fun!
We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.
Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.
Top Skills
What We Do
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls--anywhere, anytime. We bring simplicity to the professional phone experience and some of the world’s most innovative companies use our platform. Dialpad's products span video meetings, cloud call centers, sales coaching and dialers and enterprise phone systems--and are all infused with the latest AI technologies to help every business make smarter calls. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.
