Senior Customer Architect (AI)

Location: Remote

Company

hirify.global provides an agentic AI platform for enterprise customer experience, enabling global brands to automate customer journeys with scalable, no-code AI agents.

What you will do

• Design end-to-end agent architectures across chat, email, voice, SMS, and in-app customer journeys.
• Create integration blueprints for CRM, ticketing, contact center, identity, loyalty, reservations, order, payment, and data systems.
• Define guardrails, governance, observability, evaluation, and quality standards before production release.
• Own technical success plans, adoption roadmaps, outcome measurement, technical business reviews, and enterprise expansion paths.
• Advise senior customer stakeholders, lead technical escalations and root-cause analysis, and collaborate with Engineering and Product.
• Mentor Customer Architects, enable SI delivery partners, and develop reusable vertical playbooks and reference architectures.

Requirements

• 10+ years of experience in customer-facing technical roles such as solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting.
• Experience owning multiple concurrent enterprise accounts at Fortune 500 scale across brands, regions, or lines of business.
• Strong technical depth in code and API documentation, distributed systems, integration architecture, and debugging data flows.
• Working knowledge of LLM-based systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes.
• Experience creating prescriptive playbooks and mentoring or leading architects or senior technical individual contributors.
• Remote work arrangement.

Nice to have

• Experience co-delivering implementations through SI partners.
• CX, contact center, conversational AI, CCaaS, CRM, ticketing, IVR, voice, or workforce management experience.
• Experience in airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail.
• Familiarity with SOC 2, HIPAA, GDPR, PCI, or ISO 27001.
• Experience designing evaluation frameworks or quality programs for non-deterministic systems.

Culture & Benefits

• Full-time remote position within the Global Services & Delivery organization.
• Opportunity to work with large global brands on enterprise-scale agentic AI deployments.
• Equal opportunity workplace committed to diversity.
• AI tools may support parts of the hiring process, while final hiring decisions remain human-led.