AI Solutions Architect

Mercury·Remote(San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States)

Software Development

WFA Digital Insight

The rise of AI-driven customer support has led to a surge in demand for skilled AI Solutions Architects, with the market expected to grow by 25% in the next two years. As companies like Mercury invest in AI-powered chatbots, the need for experts who can design and optimize these systems has never been greater. With its strong focus on innovation and customer experience, Mercury stands out as a compelling choice for those looking to make a real impact in the field. Before applying, candidates should be aware of the evolving landscape of AI regulations and the importance of data security in this role.

Job Description

About the Role

The AI Solutions Architect role at Mercury is a critical component of the company's customer support strategy, focusing on the development and optimization of AI-driven chatbots and email agents. As a key member of the team, the successful candidate will be responsible for driving the vision and implementation of these systems, ensuring seamless integration with existing customer support infrastructure. The role requires close collaboration with various stakeholders, including Customer Support, Engineering, and Product teams, to deliver a high-quality, safe, and trustworthy customer experience.

The AI Solutions Architect will sit at the intersection of customer experience, automation quality, and operational efficiency, making this a unique and challenging opportunity for those who thrive in fast-paced, dynamic environments. With the potential to work remotely or from one of Mercury's offices in San Francisco, New York, or Portland, this role offers the flexibility and autonomy that many professionals are looking for.

Mercury's commitment to innovation and customer satisfaction makes this an exciting time to join the company. As the demand for AI-powered customer support solutions continues to grow, the AI Solutions Architect will play a pivotal role in shaping the company's strategy and direction in this area.

What You Will Do

Partner with Customer Support and Product leadership to define the strategy and roadmap for chatbot and email AI agents, aligning with company OKRs.
Design and optimize AI agent workflows and procedures to ensure simple, reliable, and efficient customer interactions.
Conduct regular reviews of bot conversations and analytics to identify trends, opportunities, and potential risks.
Collaborate with Engineering, Product, and Customer Support teams to maximize the types of interactions the chatbot can support and resolve.
Expand the types of interactions and experiences that qualify for the email AI agent and other asynchronous channels.
Ensure Mercury's high standards for security and compliance are integrated into the AI-assisted customer support strategy.
Own the relationship with AI vendors for customer support solutions, including managing issues, requesting fixes, and staying updated on product releases.
Drive efforts to assess and implement agent assist AI tools to maximize agent efficiency.
Evaluate AI tooling for customer support partners to increase efficiency across the organization.

What We Are Looking For

1-3 years of experience in configuring customer-facing AI agents or chatbots (e.g., Fin by Intercom, Ada, Zendesk AI).
5+ years of experience in customer support backend operations or systems administration.
Strong technical acumen with the ability to understand and communicate technical concepts to both technical and non-technical audiences.
Analytical thinking with the ability to interpret data quickly and translate it into actionable decisions.
Experience in testing new solutions and change management for customer support teams.
Strong cross-collaboration skills, with the ability to work effectively with cross-functional partners.
Stakeholder management experience, with the ability to communicate with both technical and non-technical stakeholders.

Nice to Have

Experience with AI agent platforms such as Intercom, Ada, or Zendesk AI.
Knowledge of machine learning principles and their application in customer support.
Certification in customer support or AI-related fields.
Experience working in a fast-paced, dynamic environment with a strong focus on innovation and customer satisfaction.

Benefits and Perks

Competitive salary and benefits package.
Opportunity to work with a leading company in the AI-powered customer support space.
Flexible working arrangements, including remote work options.
Professional development opportunities, including training and certification programs.
Access to the latest AI and customer support technologies.
Collaborative and dynamic work environment with a strong focus on teamwork and innovation.
Comprehensive health insurance and wellness programs.
Generous PTO policy and paid holidays.

How to Stand Out

Ensure your resume and cover letter highlight your experience with AI agent platforms and customer support systems.
Prepare to discuss your approach to designing and optimizing AI agent workflows, including examples from your previous experience.
Be ready to explain how you stay updated with the latest developments in AI and machine learning, and how you apply this knowledge in your work.
Show a willingness to learn and adapt to new technologies and processes, as the field of AI-powered customer support is rapidly evolving.
Consider creating a portfolio that showcases your work in AI solutions architecture, including any relevant projects or case studies.
During the interview, ask questions about the company's approach to AI regulation and data security to demonstrate your knowledge and concern for these critical aspects of the role.

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