Kustomer is hiring an AI Architect

Kustomer is hiring an AI Architect to join our Professional Services team. In this role, you will work directly with clients to design and build AI agents and tooling that automate Customer Experience tasks. You will lead technical discovery, guide data integration, and help shape the direction of our AI platform.

What You'll Do

• Lead deep technical discovery sessions with client experts to fully understand their use cases and supporting systems.
• Design and build AI agents and tools that perform automated CX tasks.
• Build demo and pilot environments to showcase the abilities of the Kustomer AI platform.
• Guide clients through data integration activities.
• Support the Account Executive and SC teams with customer-facing pre-sales conversations.
• Collaborate with other Professional Services team members during customer onsites (travel up to 25%).
• Author documentation, best practice whitepapers, and client guidebooks for agentic tooling.
• Collaborate internally with Product & Engineering to help inform the direction of AI functionality within the Kustomer platform.
• Collaborate with all levels of the CX organization to disseminate AI knowledge and best practices.

What We're Looking For

• Several years of experience in engineering, architecture, or technical consulting, ideally in Enterprise B2C SaaS and Professional Services delivery.
• Proven track record in prompt engineering, building API integrations, and hands-on prototype development.
• Experience acting as a key customer-facing consultant, advising clients and ensuring solutions align with business goals.
• Ability to run effective customer discovery sessions to unpack the use cases that drive customer workflows and business processes.
• Experience with machine learning concepts, plus the ability to communicate value to diverse audiences.
• Familiarity with the Customer Experience and Customer Support space and modern data stacks; comfortable discussing governance, security, and omnichannel delivery (email, voice, social, chat, bot, etc).
• Proficiency in testing REST APIs (e.g., Postman) and ability to debug.
• Strong presentation skills; adept at explaining complex ideas and guiding stakeholders toward impactful solutions.
• Innate curiosity for exploring new technologies and tooling, with excitement to share insights with colleagues.

Team & Environment

You will join the Professional Services team, working cross-functionally with Sales, Customer Success, Product, and Engineering.

Benefits & Compensation

• Competitive salaries and stock options.
• In the U.S.: 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.
• In the UK: pension, supplemental health insurance and other perks.

Work Mode

This is a hybrid position open to candidates in the U.S.

Kustomer is proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.