SaaS Solutions Architect (Post Sales Implementation)

Zingtree is the next gen, intelligent process automation platform that reimagines customer experience operations for top Customer Support leaders. With over 500 customers, including global enterprises like Optum, Corpay, Sony, SharkNinja, and Allianz, Zingtree transforms self-service, uncovers and implements automation opportunities, and makes every customer service agent an expert.

We are seeking a SaaS Solutions Architect with project management skills. The role is an individual contributor who is a hands-on problem-solver capable of executing end-to-end implementations. In this role, you will guide clients through the technical aspects of the implementation process, from initial systems integrations to workflow design and build, to go-live. You’ll work closely with both client stakeholders and internal teams to manage project timelines, configure integrations, oversee AI workflow enablement, and ensure our solutions meet customer-specific needs. This role requires a unique blend of technical expertise, project management skills, and customer-centric mindset. 

Responsibilities

• Solution Design & Customization: Design, demo and build tailored AI workflows and integrations that meet customer support objectives.
• Technical Configuration & Integration: Coordinate with client IT resources to oversee the technical configuration of integrations with client CRM systems, APIs, and other third-party tools, ensuring seamless data flow and system compatibility.
• Client Onboarding & Planning: Participate in onboarding sessions to gather requirements, understand customer business processes, and confirm project goals and timelines.
• 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 workflows and integrations function as intended and meet defined objectives.
• Training & Enablement: Participate in platform and user training sessions to ensure customers are equipped to build and maintain AI-enabled features, workflows, and reports.
• Go-Live & Post-Implementation Support: Accountable for clients success through the go-live process, and ensure a smooth handoff to Customer Success and Support teams for ongoing service.
• Project Management: Coordinate and collaborate on multiple SaaS implementation projects, adhering to project timeline and scope while maintaining high-quality standards.

Qualifications

• 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.
• Technical Skills: Hands-on experience with automation technologies, middleware, integration architecture patterns, authentication protocols, web services technologies, enterprise messaging patterns, APIs, SOA, ESB, BPM, SDKs, and Databases. Front-end development skills, including custom coding (JS, CSS) and data objects (JSON, ETL); ability to understand and explain technical requirements related to AI technology, large language models, prompt engineering, agentic AI-led workflows and integrations. Experience building integrations to packaged CRMs, specifically Salesforce and Zendesk are a 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.
• Project Management: Strong organizational and project management skills.
• Education: Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field (or equivalent work experience).

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.