Professional Services Technical Architect

About Us

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.

Learn more at www.ada.cx.

As a Technical Architect at Ada, you'll take center stage in shaping how our clients integrate and scale with our AI-powered platform. You'll be the trusted technical lead in implementation projects—translating complex requirements into powerful, scalable solutions that fit seamlessly within each client’s ecosystem. Your role is to be the technical partner, listening for our customer’s functional and technical requirements and mapping them into business minded goals. 

You will work hand-in-hand with Ada’s Professional Services Engagement Managers and Consultants within a customer engagement as the technical solution designer and owner. Your work will directly influence the speed, quality, and impact of every deployment. Clients will rely on your technical leadership, strategic thinking, and problem-solving skills to bring their vision to life. These  projects involve deploying Ada across messaging, email, and voice channels, and are tailored to align with each client’s infrastructure and strategic priorities.

What You'll Do

• Be the Technical Voice of the Project: Collaborate directly with clients to uncover both functional and technical needs, transforming them into strategic and executable plans.
• Design and Deliver: Define, document, and build a scalable technical solution to meet the customer’s needs.
• Lead by Doing: Provide hands-on guidance and technical support throughout the implementation, ensuring quality and success at every milestone.

About You

• 3+ years of experience in customer-facing technical roles, preferably within a SaaS environment.
• Strong experience working with APIs, documenting system architectures, and defining logic-based workflows
• The ability to troubleshoot data flows and communicate solutions and limitations effectively across technical and non-technical stakeholders.
• Solid understanding of SaaS ecosystems, with experience integrating tools like Shopify, Salesforce, Zendesk, or HubSpot into client environments.
• A passion for partnering with clients and internal stakeholders to bring complex systems together.
• Strong communication skills with a love for translating technical details into business value.
• Passionate about customer service and how it can transform businesses
• Strong organizational skills and an ability to multitask without getting frazzled
• Comfort operating in ambiguity, solving complex problems, and staying on track amidst shifting priorities.
• A curious and resilient mindset, with a bias for action and a passion for continuous learning, iteration, and driving progress.

Bonus: Knowledge and experience implementing Generative AI solutions or CX automation tools is a strong asset.

The expected salary range for this position is $110,000 to $156,000 CAD. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.

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Benefits & Perks

At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term growth goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
  
  

The above Benefits and Perks only apply to full-time, permanent employees.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.