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Ada is an AI customer service company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com. The company is backed by over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures.
The Solutions team designs integrations and bespoke solutions that extend Ada's AI Agent to clients' business systems. As a Senior Solutions Architect, you will be the trusted technical advisor to clients and deal teams, from pre-sales through long after launch. You'll take a holistic view of each client's business and technical landscape to shape the right solution and raise their AI Agent's automated resolution rate.
Key responsibilities include:
- Partner with Solutions Consultants on complex deals, owning solution architecture and turning possibilities into deliverable solutions
- Lead technical deep dives with client business and engineering teams, translating business goals into clear technical requirements
- Own the design of technical solutions connecting Ada's AI Agent to clients' business systems (CRMs, contact centres, commerce platforms, knowledge bases, BI tools) using Ada's APIs, SDKs, and MCP
- Design and scope bespoke solutions, implement working POCs, then drive them to production with engineers
- Serve as technical advisor to Customer Success on existing and strategic accounts, identifying where technical solutions can improve AI Agent performance
- Shape pre-sales deals with feasible technical approaches
- Unblock clients when platform or technology issues threaten launches
- Provide Customer Success with technical options to help existing clients raise automated resolution rates
- Take bespoke solutions from scope to production with clear specs for engineers
- Provide fast, confident technical answers to clients and account teams
- Turn repeat solutions into reusable patterns and guides
- Bring recurring client needs to the Product team as evidence-backed input
Within the first 90 days, you'll become the go-to expert on a set of Ada's integrations and lead pre-sales and client technical conversations independently.
REQUIREMENTS:
- 6+ years in a customer-facing technical role such as solution architect, sales engineer, integration engineer, or technical consultant at a SaaS or consulting company
- Experience designing technical solutions across REST APIs, webhooks, SDKs, and event-driven patterns, including auth (OAuth 2.0, JWT), PII handling, design for scale and rate limits, and writing specs engineers deliver against
- Experience as technical lead in complex B2B sales cycles, alongside account executives and solutions consultants
- Excellent communication skills with business and engineering stakeholders; ability to anticipate needs, follow through, set clear expectations, and know when guidance beats a custom build
- Experience working across CRM and contact centre platforms with ability to ramp up quickly on new systems
- Experience working with AI agents or conversational AI platforms in a customer-facing technical role
- Hands-on with code (Python or JavaScript), cloud services (AWS), and coding agents (Claude Code or Codex) to prototype, review solutions, and communicate with engineers
- Technically curious and resourceful, comfortable with ambiguity in a fast-moving environment
- Plus: Experience with Zendesk, Salesforce, Amazon Connect, Microsoft Dynamics, or Oracle
- Plus: Hands-on with MCP or AI agent tooling
