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Posted 9 months ago
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About ZingtreeZingtree helps high-stakes customer support teams deliver fast, consistent, and compliant answers—every time. Our AI Automation platform enables support-agents and end-consumers to follow complex procedures with ease, resolve issues faster, and ensure customers get the right outcomes in moments that matter. Zingtree helps leading customer support organizations transform self-service, streamline support agent workflows, and deliver exceptional customer experiences.Zingtree is trusted by over 500 customers including industry leaders like Corpay, Experian, Optum / UnitedHealth Group, Allianz, SharkNinja, Sony, and Groupon to power intelligent automation across finance, healthcare, insurance, consumer services / products, and tech. These organizations rely on Zingtree to reduce handle times, increase FCR, improve CSAT, and stay compliant — all without overloading IT. As demand for governed AI and guided CX grows, we’re scaling our team to help more enterprises take control of their most complex support workflows.We are seeking a Senior SaaS Solutions Architect with strong project management capabilities and a passion for building conversational AI workflows. This is a hands-on, individual contributor role ideal for someone who excels at guiding clients through the technical implementation of intelligent support solutions. In this role, you’ll own the end-to-end deployment process—from systems integration to the design, build, and launch of conversational AI workflows tailored to each customer’s needs. You’ll work closely with both client stakeholders and internal teams to deliver seamless automation, configure advanced integrations, manage timelines, and ensure a successful go-live. This position requires a unique blend of technical expertise, AI workflow design experience, and a customer-first mindset to drive real impact for support organizations.This position reports into the COO and in order to best support our UK clients, we're only accepting applicants based on the East Coast of the U.S. or in the United Kingdom.What You'll DoSolution Design & Customization: Design, demo and build tailored AI-driven and conversational workflows that align with customer support objectives. Leverage decision trees and natural language interfaces to streamline complex support interactions.Technical Configuration & Integration: Collaborate with client IT teams to configure and integrate Zingtree with CRMs, APIs, and third-party platforms—ensuring reliable data exchange and conversational AI compatibility.Client Onboarding & Planning: Lead onboarding sessions to gather business requirements, understand customer support processes, and define project goals, with a focus on identifying opportunities for conversational automation.Stakeholder Collaboration: Act as the primary technical point of contact for clients throughout the project lifecycle, providing regular updates and managing expectations. Operate as the technical liaison to translate requirements between client business and IT resources, as well internally with team membersRisk & Issue Management: Identify and mitigate project risks; resolve technical and process-related issues to prevent project delays.Testing & Validation: Guide UAT (User Acceptance Testing) with clients, ensuring conversational workflows and integrations meet functional and experience goals.Training & Enablement: Participate in platform and user training sessions to ensure customers are equipped to build and maintain AI-enabled conversational flows, workflows, and reporting.Go-Live & Post-Implementation Support: Ensure successful go-live execution and provide a seamless transition to Customer Success and Support for ongoing enhancements and support.Project Management: Coordinate and collaborate on multiple SaaS implementation projects concurrently - balancing technical execution, AI workflow development, and client alignment within defined timelines and scopes.Who You AreWork Experience: 7+ years in a solutions architect, customer engineering, technical project implementation roles, with at least 4+ years in enterprise B2B SaaS, preferably in customer support or contact center solutions, and with start-up experience.Conversational AI & Technical Expertise: Proven hands-on experience with automation technologies and integration architectures, including APIs, authentication protocols, middleware, web services, and messaging patterns. Proficiency in technologies enabling conversational AI—such as large language models (LLMs), prompt engineering, AI-led agentic workflows, and real-time decisioning. Strong front-end skills (JavaScript, CSS, JSON) and familiarity with ETL/data transformation. Experience integrating with CRMs (especially Salesforce and Zendesk) is a significant plus.Business Acumen: Specializes in digesting complex business requirements and designing comprehensive and integrated workflow solutions that are flexible and adaptable to the client's needs.Analytical Mindset: Proficient in troubleshooting technical challenges and collaborating with cross-functional teams to find solutions. Ability to quickly understand operational processes and identify areas the technology can condense and/or optimize the processes.Client-Facing Expertise: Exceptional communication and interpersonal skills; experience interfacing with customers to manage expectations, resolve issues, and ensure project success. Ability to clearly articulate technical topics to a non-technical audience, including experience working with executives.What We OfferCompetitive Compensation with performance-based incentivesHealth, Dental, and Vision Benefits (100% covered for employees)Equity Stock Options401(k) Retirement PlanPaid Parental LeaveUnlimited PTOFlexible Remote Work Environment$500 Home Office Stipend + Monthly Internet/Phone reimbursementCo-Working Reimbursement up to $200/monthOur Core ValuesLead with Action – We move fast with purposePeople Really Matter – We win as a team and support each other fullyOwnership Leads to Results – We take responsibility and deliverExpertise Creates Value – We build and apply knowledgeTransparency Builds Trust – We communicate clearly, directly, and with care.As Zingers, we operate with a mindset that blends urgency, intelligence, and humanity.Zingtree MissionEmpowering teams to resolve complex customer issues with confidence, clarity, and control. We believe the future of customer experience belongs to those who can orchestrate outcomes—not just automate tasks.Zingtree VisionCreating a world where every customer interaction is accurate, compliant, and effortlessly scalable.#LI-Remote#LI-EG1
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