CX Automation & AI Lead — AI Agents, Workflows & SOPs

archipelagocos; Irvine (CA); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Complimentary meals

Company bonus program

401k with match

PTO 15 days + holidays

Medical, Dental, Vision

Job summary

Archipelago Companies is seeking a hands-on leader to own AI and automation across our Customer Experience team in Irvine, CA. You will deploy and tune AI agents, define escalation rules, and manage workflows that scale CX across channels.

The role requires 5+ years in CX/operations, and experience configuring AI agents and SOPs. This is a hybrid in-office position with compensation and benefits described in the posting.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in customer experience, support operations, or related field with leadership.
• Hands-on experience configuring and optimizing AI support agents and chatbots.
• Experience with helpdesk platforms (Gorgias, Zendesk, Kustomer).
• Strong analytical skills to measure automation impact.

Responsibilities

• Own day-to-day configuration, deployment, and performance of AI support agents (Sierra AI).
• Build, test, and iterate AI skills, tone, and escalation logic.
• Define and maintain handover rules to human agents when needed.
• Conduct structured pre-launch testing for new AI capabilities.
• Manage a controlled rollout cadence with documented rollback criteria.

Skills

AI automation

CX operations

Sierra AI

Analytical thinking

Communication

Cross-functional

Education

Bachelor’s Degree or equivalent

Tools

Gorgias

Zendesk

Kustomer

Shopify

Sierra AI

Job description

Archipelago Companies is seeking a hands-on leader to own AI and automation across our Customer Experience team in Irvine, CA. You will deploy and tune AI agents, define escalation rules, and manage workflows that scale CX across channels.

The role requires 5+ years in CX/operations, and experience configuring AI agents and SOPs. This is a hybrid in-office position with compensation and benefits described in the posting.