AI Architect (Senior)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.

In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.

About the Role

AI is no longer just a feature of the Kustomer platform — it's how modern customer service gets delivered, and our Professional Services team is where that gets built for real customers.

As an AI Architect, you'll design and build the AI agents and automations that run our customers' support operations: Kustomer Concierge for their end users and Kustomer Envoy for their support teams. You'll run discovery with customer stakeholders to map their systems and business processes, then turn that understanding into working solutions using procedures, Code Tools, and Workflows that let AI agents look up an order, schedule a delivery, process a refund, or hand off cleanly to a human.

This is a hands-on building role, and it's an AI-first one. Our team uses Claude Code, the in-platform Kustomer Architect agent, and a set of connected internal tools to build, test, debug, and document. You'll be expected to get good at directing AI to do the heavy lifting so you can spend your judgment where it matters: on the discovery, the architecture, and the decisions about what should be automated at all.

The experience you build here — seeing how our AI products perform across real customer environments — leads to a close working partnership with Product and Engineering. The team meets with them regularly to share what's working in the field, shape where the AI products go next, and establish the best practices that the rest of the company builds on.

You'll be responsible for:

• Leading technical discovery sessions with customer experts to fully understand their use cases, business processes, and the systems that support them

• Designing and building AI agents, code tools, and automations in Kustomer Concierge and Envoy

• Guiding customers through the data and integration work that makes those agents possible, and identifying where their systems need to change

• Helping prospects with proof of concept builds in testing environments

• Testing, debugging, and tuning AI configurations in production — reading logs, stack traces, and API responses to refine and improve responses

• Partnering with Product and Engineering: providing field feedback, brainstorming best practices, and writing documentation

• Collaborating across the company to share AI knowledge and best practices

• Travel as needed to support customer initiatives

Your qualifications:

• Experience in technical consulting, solutions architecture, implementation, or engineering — ideally in enterprise B2B SaaS

• A track record of running effective customer discovery sessions: you can genuinely unpack the use cases and business processes behind what a customer says they want

• Hands-on experience building integrations and prototypes against REST APIs, and real fluency in testing and debugging them

• Ability to read and reason over JavaScript; you don't need to write production code from scratch, but you do need to understand what a Code Tool is doing, where it might be failing, and how to improve it

• Genuine AI fluency in how you work. You already use AI coding and reasoning tools daily and have opinions about how to get good output from them

• Familiarity with the customer experience and support space, and comfort discussing omnichannel delivery (email, voice, chat, social, bot) with both technical and business audiences

• Strong written and verbal communication. You can explain a complex design to a VP of Engineering and a Tier 3 support lead in the same meeting and have both leave clear on what happens next

• Innate curiosity for new technologies, tooling, and frameworks — and excitement to share what you find with colleagues

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

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Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.