Director, Client Experience Systems Architecture

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

📋 Description

• Design and manage the comprehensive tech stack necessary to support millions of clients and thousands of agents.

• Collaborate closely with R&D and Engineering teams to establish how AI agents engage with internal APIs.

• Redefine Information Architecture.

• Organize your team and intake processes to effectively prioritize initiatives based on operational data.

• Serve as the authoritative voice on CX AI trade-offs.

⛳️ Requirements

• 8–10+ years of experience in CX systems, technical product management, and/or AI architecture.

• Profound, hands-on expertise in generative AI, RAG, prompt engineering, and Model Context Protocols (MCP).

• Strong understanding of the third-party CX AI vendor ecosystem.

• Ability to clearly communicate the requirements and components necessary for a 2,000-agent organization.

🏝️ Benefits

• Exceptional health benefits and life insurance.

• Long-term group savings plan with employer match, available through Wealthsimple for Business.

• 20 vacation days, 4 wellness days, and unlimited sick and mental health days each year.

• Opportunity to work outside Canada for up to 90 days per year.

• Access to employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.