高级SaaS解决方案架构师（售后实施）
Senior SaaS Solutions Architect (Post Sales Implementation)
关于Zingtree
Zingtree帮助高风险的客户服务团队每次都能快速、一致且合规地提供答案。我们的AI自动化平台使客服人员和终端用户能够轻松遵循复杂流程，更快解决问题，并确保客户在关键时刻获得正确的结果。Zingtree帮助领先的客户服务组织转型自助服务，优化客服人员的工作流程，并提供卓越的客户体验。
Zingtree已获得超过500家客户的信任，包括Corpay、Experian、Optum / UnitedHealth Group、Allianz、SharkNinja、Sony和Groupon等行业的领军企业，用于在金融、医疗保健、保险、消费服务/产品和科技领域实现智能自动化。这些组织依赖Zingtree来减少处理时间，提高首次解决率（FCR），提升客户满意度（CSAT），并保持合规——而无需给IT部门增加负担。随着对受控AI和引导式客户体验的需求增长，我们正在扩大团队，以帮助更多企业掌控其最复杂的客服流程。
我们正在寻找一位具备强大项目管理能力并对构建对话式AI流程充满热情的高级SaaS解决方案架构师。这是一个需要亲力亲为的个人贡献者角色，适合擅长指导客户完成智能客服解决方案技术实施的人才。在这个职位上，你将负责端到端的部署流程——从系统集成到针对每个客户需求的对话式AI流程的设计、构建和上线。你将与客户利益相关者和内部团队紧密合作，交付无缝自动化，配置高级集成，管理时间表，并确保顺利上线。该职位需要技术专长、AI流程设计经验和以客户为中心的心态，以真正为客户支持组织带来影响。
该职位向首席运营官汇报，为了更好地支持我们的英国客户，我们只接受位于美国东海岸或英国的申请人。
你将负责的工作
解决方案设计与定制：设计、演示和构建符合客户支持目标的AI驱动和对话式流程。利用决策树和自然语言界面简化复杂的服务交互。
技术配置与集成：与客户IT团队合作，配置和集成Zingtree与CRM、API和第三方平台，确保可靠性。
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About Zingtree
Zingtree 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.
The role 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 Do
Solution 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 Are
Work 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 Offer
Competitive 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/month
Our Core Values
Lead with Action – We move fast with purpose People 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 knowledge Transparency Builds Trust – We communicate clearly, directly, and with care.As Zingers, we operate with a mindset that blends urgency, intelligence, and humanity.
Zingtree Mission
Empowering 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 Vision
Creating a world where every customer interaction is accurate, compliant, and effortlessly scalable.
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