Customer Experience AI Architect

This is a fully remote position, open to applicants in Canada.

📋 Description

• Gain a thorough understanding of CX priorities, processes, systems, stakeholders, and challenges within Professional Services, Customer Adoption Management, Managed Services, and Customer Enablement, focusing particularly on delivery and implementation.

• Identify and convert AI use cases that enhance productivity, customer experience, time-to-value, and employee effectiveness throughout the post-sales customer journey.

• Maintain and prioritize a CX AI opportunity backlog based on value, feasibility, risk, and strategic alignment, managing both incoming requests from CX leaders and proactively identified opportunities.

• Design and develop production-ready AI tools and workflows, which include AI-assisted implementation processes, AI copilots for consultants, and automated customer communications.

• Create and uphold dependable integrations, automations, and data synchronization patterns across the CX stack, enhancing data quality, minimizing tool sprawl, and ensuring actions are triggered by reliable signals.

• Establish an AI/automation operational rhythm for CX: intake → prioritization → build → QA → release → measure → iterate, with defined owners, SLAs, and documentation to minimize ad hoc requests and rework.

• Serve as the liaison between CX and IT, articulating needs, priorities, and delivery context to ensure that AI solutions are well-governed, supportable, and scalable.

• Act as the bridge between CX and Product & Technology, influencing architecture, integrations, and the onboarding of Vena AI solutions while representing CX/PS in the product team’s AI vision.

• Collaborate with IT, Security, Data, and Governance teams to ensure that all AI solutions comply with Vena’s responsible AI standards and actively contribute to the evolution of the governance framework as CX AI progresses.

• Promote adoption through enablement: stakeholder training, playbooks, change management, and feedback loops that transform prototypes into repeatable, scalable workflows for daily use.

• Potential travel to Vena headquarters in Toronto or customer offices in the US.

⛳️ Requirements

• 5+ years of experience in Professional Services, Solution Architecture, Customer Experience, or a related role, with a proven history of delivering AI tools in production enterprise settings.

• Practical experience in building and deploying AI applications for enterprises, including LLM/GenAI development, prompt engineering, RAG architectures, and AI agent frameworks (Claude, OpenAI, Copilot Studio, or similar).

• Capability to comprehend CX business processes and translate challenges into precise AI use cases, requirements, value hypotheses, and success metrics.

• Background in Professional Services or similar technical customer-facing roles, with a strong intuition for identifying where AI can alleviate friction in implementation and adoption, resulting in improved customer outcomes and enhanced realized value.

• Skill in prioritizing AI opportunities based on value, feasibility, risk, urgency, and strategic alignment, along with the ability to influence across teams without direct authority.

• Proficiency with API integrations, workflow automation tools, and experience working with data and BI platforms (e.g., Snowflake, Power BI) to assess and communicate the impact of AI.

• Sound judgment regarding data sensitivity, privacy, security, accuracy, user experience, and responsible AI usage.

• Resilience and adaptability in ambiguous situations. This is a transformative role in a rapidly evolving field that values curiosity, proactive action, and a growth mindset.

• Passion for AI and eagerness to explore AI-driven solutions to boost performance and drive efficiencies.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career growth.

• Flexible work environment and remote work options.

• Engaging company culture focused on innovation and teamwork.