Solution Architect - Artificial Intelligence

Position Overview :

We are seeking a proactive and technically skilled Solution Architect to join our dynamic team. The ideal candidate will design, demo, and implement tailored AI-driven and conversational workflows that align with customer support objectives. This role requires close collaboration with client IT teams, business stakeholders, and internal teams to integrate CRMs and APIs, manage project risks, guide user testing, and ensure successful go-live execution-all while delivering seamless, automated customer support experiences.

Key Responsibilities :

• Solution Design & Customization : Design, demo and build tailored AI-driven and conversational workflows that align with customer support objectives.
• Leverage decision trees and natural language interfaces to streamline complex support interactions.
• Technical Configuration & Integration : Collaborate with client IT teams to configure and integrate with CRMs, APIs, and third-party platforms-ensuring reliable data exchange and conversational AI compatibility.
• Client Onboarding & Planning : Lead onboarding sessions to gather business requirements, understand customer support processes, and define project goals, with a focus on identifying opportunities for conversational automation.
• Stakeholder Collaboration : Act as the primary technical point of contact for clients throughout the project lifecycle, providing regular updates and managing expectations. Operate as the technical liaison to translate requirements between client business and IT resources, as well internally with team members.
• Risk & Issue Management : Identify and mitigate project risks; resolve technical and process-related issues to prevent project delays.
• Testing & Validation : Guide UAT (User Acceptance Testing) with clients, ensuring conversational workflows and integrations meet functional and experience goals.
• Training & Enablement : Participate in platform and user training sessions to ensure customers are equipped to build and maintain AI-enabled conversational flows, workflows, and reporting.
• Go-Live & Post-Implementation Support : Ensure successful go-live execution and provide a seamless transition to Customer Success and Support for ongoing enhancements and support.
• Project Management : Coordinate and collaborate on multiple SaaS implementation projects concurrently - balancing technical execution, AI workflow development, and client alignment within defined timelines and scopes.

Qualifications & Skills :

Work Experience : 4+ years in a solutions architect, customer engineering, technical project implementation roles, with at least 2+ years in enterprise B2B SaaS, preferably in customer support or contact center solutions, and with start-up experience.

Conversational AI & Technical Expertise :

Preferred Qualifications :

(ref : hirist.tech)