Zingtree’s AI-powered decision tree platform transforms self-service, uncovers and implements automation opportunities, and makes every agent an expert. Embed the workflows you create into your systems to guide agents through customer conversations and on your website as self-help. Zingtree offers five core features: - No-code authoring tool enables you to build, review and publish changes to workflows, without requiring assistance from IT. Combined with the AI-powered author assist feature, building workflows has become easier than ever before. - Advanced reporting identifies the next opportunity to improve your workflows and manage team performance. - Native integrations enables you to embed Zingtree in your favorite CRM or contact center platform to dynamically pull/push data between the two from a single screen. - DecisionEngine™ allows you to integrate sophisticated logic into your conversational workflow, so your agents always have the right answer at the right time no matter how complex the issue is. - Automated triggers can initiate actions like SMS, emails, webhooks and escalations based on triggers and responses within your conversational workflow.

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.

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 opportunity for discretionary bonus

Comprehensive Health Benefits - 100% of employee premiums and 75%-80% of dependent premiums on most health, dental, and vision insurance are covered by us

401K plans - Add to your retirement planning

Paid Parental Leave - Paid time off for parents to spend time with their new child

Unlimited PTO - Take the time you need to recharge and bring your best self to work

Flexible Remote Work - Work from anywhere

Co-Working Reimbursement - Expense up to $200 a month on co-working space

Home Office Stipend - Receive up to $500 to create a great work environment at home, and $100 a month for Internet, phone, etc.

Our Values

Lead with action: We are doers. We move fast with purpose, fearlessly blaze new trails, and fail fast and learn quickly, to achieve positive outcomes for our customers and the business.

People really matter: We win as a team. We care about all humans—our customers and our employees—achieving professional greatness and making a meaningful impact on the world.

Ownership leads to results: When we say we’ll deliver, we deliver. We act responsibly with integrity, high standards, and hold ourselves accountable to the results of our actions.

Expertise creates value: We are learners. We continuously build and share knowledge, invest in growing ourselves, and put expertise into action to fully realize our potential and goals.

Transparency builds trust: We respectfully tell it as it is. We are direct, honest, and open with the information that matters, and communicate in a caring way that builds stronger trusted relationships with each other.

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Senior SaaS Solutions Architect (Post Sales Implementation)

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