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Kustomer is an industry-leading conversational CRM platform that uses AI and automation to help businesses deliver personalized customer service across all channels. The company was founded in 2015, acquired by Meta in 2022, and spun out as an independent company in 2023 with $60M in Series B funding (2025). Kustomer serves leading brands like Sweetgreen, Starz, Vuori, Resy, and Cotopaxi.
As an AI Architect on the Professional Services team, you will design and build AI agents and automations that power customer support operations. You'll work with Kustomer Concierge (for end users) and Kustomer Envoy (for support teams), creating solutions that enable AI agents to look up orders, schedule deliveries, process refunds, and hand off to humans seamlessly.
This is a hands-on, AI-first role. You'll use Claude Code, the in-platform Kustomer Architect agent, and connected internal tools to build, test, debug, and document solutions. Your focus will be on discovery, architecture, and automation decisions—leveraging AI to handle heavy lifting while you apply judgment where it matters most.
Key responsibilities include: conducting technical discovery sessions with customer stakeholders to map systems and business processes; designing and building AI agents, code tools, and workflows; guiding customers through data integration and system changes; building proof-of-concept solutions; testing and tuning AI configurations in production; partnering with Product and Engineering to share field feedback and establish best practices; and traveling as needed to support customer initiatives.
You'll need experience in technical consulting, solutions architecture, implementation, or engineering in enterprise B2B SaaS. You should excel at running customer discovery sessions, have hands-on experience building integrations against REST APIs, and be able to read and reason over JavaScript. Genuine AI fluency is essential—you should already use AI coding tools daily and have strong opinions on extracting quality output. Familiarity with customer experience, support operations, and omnichannel delivery (email, voice, chat, social, bot) is important. Strong written and verbal communication skills are critical for explaining complex designs to both technical and business audiences.
