Sr. MTS, AI & Agentic Architect

eBay; San Jose (CA); Hybrid; USD 218,000 - 291,000; Full time

Benefits offered by this job

401(k) eligibility

Paid time off (PTO)

Parental leave

Medical benefits

Job summary

eBay is seeking a Senior AI/ML Architect to define and drive the architecture for agentic Customer Experience capabilities. You will integrate models, orchestration, retrieval, and enterprise tools, while shaping scalable, secure, and cost-aware systems that serve diverse customer journeys.

You will lead cross-functional teams, evaluate emerging AI frameworks, and translate architectural decisions into tangible capabilities. This is a hybrid role with relocation flexibility for US locations.

Qualifications

• 10+ years of software engineering experience in large-scale distributed systems.

Responsibilities

• Define architecture for agentic Customer Experience capabilities, integrating models, orchestration, retrieval, tools, workflows, policy, and evaluation.
• Establish reusable patterns and platform boundaries for AI-enabled experiences across journeys and channels.
• Architect how agents interact with enterprise knowledge, APIs, tools, workflows, case management, and policy systems.
• Shape operations at scale including evaluation, observability, resiliency, latency, model selection, and cost.
• Evaluate emerging models and frameworks to strengthen the platform and adoption.
• Lead technical alignment across teams, balancing customer needs with engineering priorities.
• Drive architecture decisions through prototypes, spikes, and design reviews with cross-functional partners.

Skills

Software architecture

AI/ML systems

Distributed systems

Cross-team leadership

Engineering judgment

Job description

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About The Team And The Role

eBay’s Customer Experience teams build the technology and platforms that support buyers and sellers across the globe. AI is creating new possibilities for these experiences, and we’re building the technical foundation to bring them to life across eBay. That means solving complex architecture questions around how models connect with enterprise knowledge, tools, and workflows while working seamlessly with the platforms our customers rely on today.

Hybrid Requirement: 3 days in office and 2 days from home. Primary location: Austin, TX; also open to Portland, OR, and Salt Lake City, UT.

What You Will Accomplish

• Define architecture for agentic Customer Experience capabilities, bringing together models, orchestration, retrieval, tools, workflows, decisioning, policy, evaluation, and human support.
• Establish reusable patterns and platform boundaries that help teams build and operate AI-enabled experiences across customer journeys and service channels.
• Architect how agents interact with enterprise knowledge, APIs, tools, workflows, case management, and policy systems while meeting high standards for reliability, security, performance, and customer trust.
• Shape how agentic systems operate at scale, including approaches to evaluation, observability, resiliency, latency, model selection, and token and infrastructure costs.
• Evaluate emerging models, agent frameworks, orchestration approaches, and industry patterns to identify technologies that can strengthen the platform and improve how teams build.
• Validate critical architecture decisions through prototypes, technical spikes, reference implementations, and design reviews, turning successful approaches into capabilities that teams can adopt.
• Lead technical alignment across teams, navigating complex tradeoffs and connecting architecture decisions to customer needs, engineering priorities, and long-term platform health.

What You Will Bring

• 10+ years of software engineering experience, with significant depth designing and architecting large-scale distributed systems and production platforms.
• Proven experience architecting and shipping AI/ML or Generative AI systems into production, with meaningful ownership of architecture, technical decisions, and outcomes.
• Strong knowledge of modern AI system architecture, including agentic systems, orchestration, tool use, retrieval-based architectures, conversational AI, or intelligent workflows.
• Deep distributed-systems expertise across APIs and service boundaries, event-driven systems, data and state management, scalability, resiliency, latency, and observability.
• Hands-on experience integrating AI into complex production environments, connecting models and agents with enterprise knowledge, APIs, tools, workflows, or transactional systems.
• Technical depth that extends from architecture into implementation, with experience using prototypes, reference implementations, technical investigation, and design or code reviews to validate important decisions.
• Cross-organizational technical leadership, with experience setting direction across multiple engineering teams and influencing senior engineers and cross-functional partners.
• Strong engineering judgment when balancing quality, safety, security, performance, operational complexity, and cost at significant scale.
• Experience with Customer Experience, Customer Service, contact center technology, conversational AI, or voice/IVR platforms is valuable but not required. Specific model providers, vector databases, and agent frameworks will continue to evolve. We value strong architectural fundamentals, production experience, curiosity, and the ability to evaluate emerging technologies and apply them to complex engineering problems.

Additional Details

The applicable base pay range for this position is dependent on work location. The base pay range inthe San Francisco Bay Area, New York City Metro and Seattle Metro is expected in the range below:

$217,600 - $290,500

The base pay range for all other U.S. work locations is expected in the range below:

$156,800 - $255,300

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Remote roles are not eligible for U.S. visa sponsorship.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [e-mail]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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