Principal AI Solutions Architect, Customer Success (AI)

Location: Massachusetts, USA; virtual offices in Texas, California, and New York. Must be able to work US hours; flexible schedules and work-from-home opportunities are available. Willingness to travel is required.

Base compensation: $135,600.00–$238,600.00, with potential commission or performance-based bonus eligibility.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Design, develop, test, and maintain customized self-service digital bots, generative AI bots, and agentic virtual agents across hirify.global platforms.
• Lead customer workshops, design digital bot flows, present solutions, provide technical consulting, and deliver customer training and knowledge transfer.
• Design and develop routing applications for digital virtual agents and agentic virtual agents, including webhook and fulfillment integrations.
• Lead SS&AI delivery, manage strategic project initiatives, and collaborate with product owners, Scrum Masters, project managers, technical teams, and business partners.
• Create effort estimates, user stories, test scripts, and call-flow logic; provide UAT and QA support using hirify.global logs and reporting tools.
• Provide feedback on APIs, products, documentation, and architectures while supporting escalated customer issues and end-to-end deployments.

Requirements

• 10+ years of experience with commercial digital CCaaS applications, routing, bots, and development tools, including advanced speech recognition engines.
• 6+ years of experience with digital and/or voice bots on platforms such as Google Dialogflow and Amazon Lex, including webhook or fulfillment development.
• Demonstrated understanding and practical experience with generative and agentic AI tools.
• Experience in customer-facing roles, handling difficult customer situations, and providing effective client consulting as a thought leader.
• Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
• Solid analytical programming and problem-solving skills, initiative, independent judgment, and the ability to learn new technologies and define product features.
• Excellent verbal and written English communication skills for interaction with business and technical clients; similar capabilities in other languages are a plus.
• BS, MS, BA, or equivalent education in Computer Science, Engineering, or a related field is preferred.
• Additional programming languages such as PHP, Java, or C# are a plus.

Culture & Benefits

• Flexible-first working culture with flexible schedules and work-from-home opportunities.
• Medical, dental, vision, and telehealth coverage.
• Open Time Off, 10 paid holidays, and a 401(k) matching program.
• Development, mentorship, career growth, leadership development, and education support.
• Adoption assistance, fertility treatments, paid volunteer time, well-being resources, and regionally tailored family programs.
• Regular communication across a global community with cultural, language, and time-zone differences.

Hiring process

• Application review by Talent Acquisition and the hiring team, followed by a Zoom interview if the background is aligned.
• Interviews with the hiring manager and other interviewers, typically no more than five interviews.
• Employees who provide a referral should apply through the referral link shared with them.