AI Solutions Architect

Workato; Palo Alto (CA); On-site; USD 150,000 - 180,000; Full time

Job summary

A leading technology company in California is seeking an AI Solutions Architect who will leverage their in-depth knowledge of AI engineering and customer support automation to innovate and improve customer experiences. This role involves technical support, integration, and building advanced solutions within the fast-growing AI sector. The company values innovation and offers a flexible work culture, appealing to candidates passionate about making a significant impact in the tech world.

Benefits

Dynamic work environment

Comprehensive benefits and perks

Equity opportunities

Qualifications

• 14+ years of experience in AI-driven solutions.
• Experience with WebSockets and customer support platforms.
• Proven success in implementing conversational AI.

Responsibilities

• Design and implement AI-powered customer support automation solutions.
• Develop intelligent ticket routing and classification systems.
• Create analytics dashboards to measure support effectiveness.

Skills

AI engineering

Web development

Real-time communication

Custom web scraping

Conversational AI

Intent classification

Education

B.Tech/B.E. in Computer Science, AI, or related field

Tools

Zendesk

Intercom

Freshdesk

ServiceNow

Job description

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com .

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles . We are driven by innovation and looking for team players who want to actively build our company.

But, we also believe in balancing productivity with self-care . That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world

Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

Quartz ranked us the #1 best company for remote workers

Responsibilities

We are looking for an experienced AI Solutions Architect to join our AI Solution Services team, with a strong background in engineering and web development. In this role, you will be responsible for delivering a truly exceptional customer experience, as well as educating and supporting our customers on the AgentX Support product.

This is a hands-on, highly technical role—much broader than a typical “click-and-configure” position. You will be directly responsible for helping customers integrate Workato into their products, build flows, diagnose and report issues, and serve as the bridge between our customers and our product teams. Our work begins the moment a customer decides to use AgentX Support, and we stay with them every step of the way to ensure they get the most value from our product.

In this role, y ou will also be responsible to:

Design and implement AI-powered customer support automation solutions that reduce resolution times and improve customer satisfaction

Develop intelligent ticket routing and classification systems to ensure customer issues reach the right agent faster

Build conversational AI agents capable of handling common customer inquiries without human intervention

Create analytics dashboards to measure and optimize the effectiveness of support automation solutions

Continuously monitor and enhance system performance to ensure efficiency, reliability, and scalability

Take ownership of customer communications and issues from initiation to resolution, delivering an outstanding customer experience

Use strong communication skills to explain technically complex ideas to non-technical audiences

Collaborate with the Support team to ensure an exceptional customer experience by making the product as easy to use, reliable, bug-free, and responsive as possible

Troubleshoot and debug complex issues, understanding both our own codebase and the diverse technologies used by customers

Create and deliver custom product demonstrations to support the Sales team and other internal stakeholders

Enhance internal processes and promote teamwide knowledge sharing by contributing to the internal knowledge base

Play a key role throughout the product development lifecycle, from ideation to implementation

Support the Product Manager in crafting technical and design specifications for new features and improvements

Requirements

Qualifications / Experience / Technical Skills

B.Tech/B.E. or higher in Computer Science, Artificial Intelligence, Machine Learning, or a related technical field

Overall, 14+ years of relevant experience in the design, development, and implementation of AI-driven solutions

Proven experience in AI engineering, with a strong focus on agent-based systems

Experience working with WebSockets for implementing real-time communication in support interfaces

Ability to develop custom web scraping solutions to extract structured data from various sources

Solid understanding of anti-scraping techniques and experience with HTML parsing libraries

Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or ServiceNow

Demonstrated success implementing conversational AI for customer-facing applications

Strong understanding of intent classification and entity extraction techniques for support queries

Experience with support ticket analytics and automated response systems

Familiarity with omnichannel support integration (chat, email, voice, social media)

Understanding of key customer support metrics (CSAT, NPS, First Contact Resolution) and strategies to optimize them through automation

Soft Skills / Personal Characteristics

Strong collaboration skills, ability to adapt to a dynamic start-up environment, with a passion for making an impact

Strong critical thinking, analytical skills, with an entrepreneurial and proactive mindset

Ability to effectively prioritize tasks and manage time, even under high-pressure situations

Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience

Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly

Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge

For California applicants, the pay for this role begins at $150,000 plus benefits, perks, and equity

To stand out in the hiring process, please take the time to respond to the Job Application Questions below with concise yet informative answers. All submissions are personally reviewed by the Hiring Team, not evaluated by AI.

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