Director, Client Experience Systems Architecture

📋 Description

• Design and oversee the tech stack to serve millions of clients and thousands of agents.
• Partner with R&D/Engineering to define AI-agent interactions with internal APIs.
• Reimagine information architecture for machine retrieval and evaluation.
• Structure teams and intake processes to prioritize by operational data; bridge CX Ops and Engineering.
• Be the CX AI trade-off voice; sketch architecture on whiteboard and guide integrations.

🎯 Requirements

• Articulate capabilities for a 2,000-agent org; collaborate with engineers and data scientists.
• 8–10+ years in CX systems, technical product mgmt, or AI architecture; built teams.
• Hands-on experience with generative AI, RAG, prompt engineering, and MCP.
• Strong familiarity with CX AI vendors and architectural trade-offs.

🎁 Benefits

• Top-tier health benefits and life insurance.
• Long-term savings with employer match via Wealthsimple for Business.
• 20 vacation days, 4 wellness days, and unlimited sick and mental health days.
• 90 days away: work outside Canada for up to 90 days per year.
• Employee resource groups, including Rainbow, Women of WS, and Black at WS.
• Hybrid team with 1,500+ employees across North America.