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AI Solutions Architect

Palo Alto, California

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 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

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. That’s 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

  • Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

  • 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 role—much 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

  • B.Tech/B.E. 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

  • 5–8 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

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