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As a Sr. AI Solutions Architect you are the bridge between a sophisticated AI prototype and a mission-critical production environment. While our research teams build the "brains," you build the body and the nervous system. You will be responsible for taking autonomous, agentic AI systems and deploying them into complex customer infrastructures—ensuring they are scalable, secure, and rigorously "guarded" against unpredictable behavior. In this role, you will be the primary architect of AI behavior, responsible for transforming standard operating procedures (SOPs) into intelligent, automated workflows. You will not just be "using" AI; you will be "instructing" it—designing the logic, prompts, and integrations that allow our AI agents to operate seamlessly within our customers' technical ecosystems.
Job Responsibility:
Solutions Design: Ability to understand customer requirements quickly and accurately. Translate ambiguous business objectives into clear, shippable Agentic AI-powered solutions
Requirements Translation: Conduct deep-dive discovery sessions with customers to translate business objectives and SOPs into structured technical instructions for AI Agents
Prompt Engineering & Training: Design, test, and iterate on complex prompt architectures to ensure AI agents deliver high-accuracy outputs aligned with client brand voice and logic
AI Consulting: Confidence to consult, not just replicate. Desire to build transformational solutions for customers that revamp the way they do business
Stakeholder Management: Act as the technical face of the company during deployments, managing expectations and providing expert guidance in a fast-paced environment
Production Integration: Lead the end-to-end deployment of Agentic AI workflows into customer environments. Author multi-step prompts, retrieval pipelines, and decision logic that plug into CRMs, ERPs, and custom APIs via our MCP framework
Guardrails & Safety: Develop and deploy systems and automated evaluation layers to monitor for hallucinations, bias, and security breaches
Performance Optimization: Optimize your agents as part of the hypercare process with your customer post-integration. Provide baselines for KPIs like task containment rate, task success rate, and hallucinations
Monitoring & Observability: Set up advanced tracking systems to provide customers with "Explainable AI" dashboards
Product Alignment and Influence: Capture common customer pain points, successful integration patterns, and platform limitations discovered in the field. Synthesize and deliver this critical, high-value signal directly back to our core Product and Engineering teams to influence the product roadmap and accelerate feature development
Requirements:
5+ years of experience in a high-impact, customer-facing technical role such as Solutions Architect, Forward Deployed Engineering, Technical Consulting, MLOps, or Backend Engineering for SaaS/AI products
Familiarity with LLMs and Generative AI, specifically how to apply them to real-world tasks
Knowledge about using vector databases and orchestration frameworks (like LangChain or LlamaIndex) to build functional applications
Proven experience in advanced prompt engineering techniques (Chain-of-Thought, Few-Shot, ReAct) and LLM orchestration
Proven track record of deploying LLM-based applications at scale
Strong proficiency in working with APIs (REST, GraphQL) and specifically building/configuring MCP (Model Context Protocol) servers
Hands-on experience integrating with enterprise platforms like Zendesk, Salesforce, or ServiceNow
Proven ability to use Python or Node.js for scripting and building middleware or connectors
Experience with fine-tuning of models for specific deployment constraints
Unrivaled business acumen and the ability to simplify technical complexity and communicate clear trade-offs, value propositions, and project plans to both a core engineering team and a non-technical C-suite executive
Ability to take a 50-page PDF of business rules and distill detailed information into a logical flow-chart for an autonomous agent
Ability to explain complex AI concepts to non-technical stakeholders clearly and confidently
An obsessive eye for detail—knowing that a single word change in a prompt can significantly alter AI behavior
What we offer:
Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential
We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection
Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success