AI Solutions Architect
AI Solutions Architect
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Job Description
About Workato
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 400000 global customers Workato empowers organizations of every size to unlock new value and lead in todays fast-changing world. Learn how Workato helps businesses of all sizes achieve more at .
Why join us
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. Thats 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!
Also feel free to check out why:
Business Insider named us an enterprise startup to bet your career on
Forbes Cloud 100 recognized us as one of the top 100 private cloud companies in the world
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 rolemuch 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 you 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
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
Strong knowledge of JavaScript DOM manipulation and browser developer tools for front-end automation
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
58 years of hands-on coding experience in Python and/or JavaScript
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
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.
Employment Type
Full Time
