AI Architect: Build Concierge & Envoy Automations

Kustomer; New York (NY); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Stock options

100% healthcare coverage (US)

401K

WiFi reimbursement

Mobile reimbursement

Generous vacation policy

Pension (UK)

Supplemental health insurance (UK)

Job summary

Kustomer seeks an AI Architect to design and build AI agents and automations that run customer support operations. You will lead discovery with customer stakeholders, map systems and processes, and translate that into working solutions using Code Tools and workflows.

This hands-on, AI-first role requires guiding AI to do heavy lifting while focusing judgment on discovery, architecture, and determining what should be automated. Collaboration with Product and Engineering is essential.

Qualifications

• Experience in technical consulting, solutions architecture, implementation, or engineering in enterprise B2B SaaS.
• Track record of running effective customer discovery sessions to map use cases and processes.
• Hands-on experience building integrations and prototypes against REST APIs; testing and debugging.
• Ability to read and reason over JavaScript and understand Code Tools behavior.
• Genuine AI fluency in using AI coding and reasoning tools.
• Familiarity with customer experience and omnichannel delivery (email, voice, chat, social, bot).
• Strong written and verbal communication; able to explain complex designs to diverse audiences.
• Innate curiosity for new technologies and sharing findings with colleagues.

Responsibilities

• Lead technical discovery sessions with customer experts to understand use cases, processes, and supporting systems.
• Design and build AI agents, code tools, and automations in Kustomer Concierge and Envoy.
• Guide customers through data and integration work; identify where systems need changes.
• Support proof of concept builds in testing environments for prospects.
• Test, debug, and tune AI configurations in production by reading logs and API responses.
• Partner with Product and Engineering to provide field feedback and write documentation.
• Share AI knowledge and best practices across the company.
• Travel as needed to support customer initiatives.

Skills

Technical consulting

Discovery sessions

REST API integrations

JavaScript literacy

AI fluency

Omnichannel experience

Communication

Curiosity for new tech

Tools

REST APIs

Code Tools

Job description

Kustomer seeks an AI Architect to design and build AI agents and automations that run customer support operations. You will lead discovery with customer stakeholders, map systems and processes, and translate that into working solutions using Code Tools and workflows.

This hands-on, AI-first role requires guiding AI to do heavy lifting while focusing judgment on discovery, architecture, and determining what should be automated. Collaboration with Product and Engineering is essential.