AI Agent Architect, Customer Experience

Airtable is a no-code app platform used by over 500,000 organizations, including 80% of the Fortune 100, to transform work processes. The company is hiring a CX AI Architect to develop and optimize AI-native customer support systems.

Location: Remote (US)

Salary: $177,000—$250,300 USD

Responsibilities

• Own Agent retrieval accuracy and relevance
• Drive automated resolution rates
• Manage AI safety and trust
• Own the feedback loop
• Continuously improve agent quality
• Drive integration strategy

Requirements

• Deep understanding of how large language models work, including reasoning, failure modes, and architectures like RAG, prompt engineering, and agent frameworks
• Experience designing complex, reliable AI-powered systems in production
• Proficiency with scripting, APIs, database querying, and prototyping solutions
• Ability to instrument systems, analyze logs, and use data for diagnostics and improvements
• Ability to communicate complex AI behaviors to non-technical stakeholders and write technical documentation

Benefits

• Opportunity to work on cutting-edge AI customer support systems
• Competitive salary range for remote roles in the US ($177,000—$250,300 USD)
• Benefits, restricted stock units, and incentive compensation

Additional Information

• The role involves designing knowledge systems, decision logic, safety guardrails, feedback loops, and integration strategies for AI agents.
• Candidates should have experience with AI agent architectures, large language models, and system design.