Senior SaaS Solutions Architect (Post Sales Implementation)

Zingtree empowers support teams with AI and automation to resolve complex issues quickly and efficiently. As the next-gen intelligent process automation platform, Zingtree helps leading customer support organizations transform self-service, streamline agent workflows, and deliver exceptional customer experiences. With over 500 customers—including global enterprises like Optum, Corpay, Sony, SharkNinja, and Allianz—we make every support interaction smarter and more scalable.
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.

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 members
• Risk & 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.