AI Solutions Architect at mercury

**Who this is for** This role is for an AI enthusiast with a strong operational background to drive the customer-facing chatbot and AI agent experience. You wil

Work type: remote

Location: San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

Salary: $143,400 – $168,700/yr

Type: Full-time

Summary

**Who this is for** This role is for an AI enthusiast with a strong operational background to drive the customer-facing chatbot and AI agent experience. You will be key in defining strategy, implementing AI solutions, and ensuring a high-quality, safe, and trustworthy customer experience at scale. **Key highlights** You will architect and optimize AI agent workflows, conduct quality reviews and analysis, and collaborate with cross-functional teams to improve resolution rates and quality. This role also involves managing vendor relationships and evaluating AI tooling to maximize efficiency within the Customer Support organization. **You might be a good fit if you...** - Have 1-3 years of experience configuring customer-facing AI agents/chatbots. - Possess 5+ years of experience in customer support backend operations or CS systems administration. - Are a systems thinker and problem solver with strong technical acumen. - Can effectively interpret data and translate it into actionable decisions for AI improvements.

Job Description

We’re looking for a AI Solutions Architect to drive our customer-facing chatbot and AI agent experience at Mercury. In this role, you will be pivotal in helping define the strategy for creating the optimal customer experience when interacting with AI agents. You will implement this vision through targeted configuration of workflows and automations, regular reviews of bot performance and quality coaching.

You’ll sit at the intersection of customer experience, automation quality, and operational efficiency, partnering closely with Customer Support Strategy and Ops, Engineering, Product and external vendors to ensure the bot delivers a high-quality, safe, and trustworthy experience at scale.

Along with the bot-focused work, you will be instrumental in defining the AI strategy within the CS org, creating best practices and supporting peers across CS in investigating AI solutions to maximise efficiency within the team.

### Key Responsibilities

1. Strategy driver: Partner with CS and Product leadership to define the strategy and roadmap for our chatbot and email AI agents to contribute to company OKRs

2. Architect and optimize AI agent workflows and procedures:Design simple, reliable conversation workflows and automations so our chatbot asks the right questions, clarifies common customer needs, and responds with accurate information, appropriately escalating to live support when needed.

3. Quality reviews, analytics and bot coaching: Conduct regular reviews of bot conversations and high-level report analysis to identify trends, areas of opportunity and potential risk within the chatbot.

4. Cross-collaboration to improve resolution rate and quality: Work with partners in Engineering, Product and CS Strategy and Ops to maximize the types of interactions the chatbot can support and resolve - connecting new data sources or systems on the backend to give the bot greater scope, implementing new workflows that use this data to solve new customers requests without live support intervention.

5. Optimize the AI Agent experience across all channels: Expand upon the types of interactions and experiences that qualify for the email AI agent and other asynchronous channels.

6. Compliance and security: Ensure Mercury’s high standards for security and compliance are woven into the foundations of our AI-assisted CS strategy

7. AI vendor relationship owner: Own the relationship with AI vendors for CS solutions, including Intercom. Raising issues, requesting fixes, staying on top of product releases and coordinating changes that impact CS operations

8. Scoping of internal agent co-pilot:Drive efforts to assess and implement agent assist AI tools to maximise agent efficiency

9. Evaluation of AI tooling for CS partners:Support other teams, such as Learning and Development and QA in evaluating how other tools’ AI offerings can increase efficiency across CS.

### What You Bring to the Table










### The Ideal Candidate Will Also Have





The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

### Our target new hire base salary ranges for this role are the following:




Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using [Covey Scout for Inbound ](https://getcovey.com/product/covey-scout-inbound)on January 22, 2024.

[[Please see the independent bias audit report covering our use of Covey for more information.]](https://getcovey.com/nyc-local-law-144)

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