Description
At Gusto, we're on a mission to grow the small business economy. We're looking for an AI Solutions Architect to join our Service Transformation team. As an AI Solutions Architect, you will own the end-to-end design and performance of AI-powered, agentic workflows to transform how service operations scale, resolve customer needs, and maintain quality in high-stakes environments.
This is not a traditional architecture role. You will design, prototype, deploy, and continuously improve AI-driven systems that directly impact customer experience and operational efficiency. You will also play a key role in shaping the evolution of our AI platform by identifying capability gaps, prototyping solutions, and informing the primitives required to scale agentic systems effectively.
As an AI Solutions Architect, you will:
- Architect, prototype, and own end-to-end agentic service workflow frameworks, from scoping through production deployment and iteration
- Analyze SOPs, operational metrics, and interaction data to identify and prioritize high-impact automation opportunities based on volume, risk, and customer impact
- Design and implement multi-agent orchestration patterns across tools, data sources, and decision steps within a single end-to-end workflow
- Apply and influence AI platform capabilities in partnership with CoreX (Gusto's AI Platform team)
- Identify platform gaps, prototype workflow-level solutions, and partner with engineering to shape the primitives required for reliable, scalable AI systems
- Serve as the primary CX voice in Legal, Security, Compliance, and CoreX forums
- Strengthen evaluation frameworks and feedback loops to ensure quality, compliance, and continuous improvement
- Partner with Data teams to define and track workflow performance
- Build ROI models to quantify workflow impact across efficiency, quality, and cost before and after deployment
- Represent workflow performance and risk to senior stakeholders
We're looking for someone with 8+ years of experience in operations, product, or AI roles, with at least 2 years designing and deploying AI-assisted or agentic workflows. You should have strong fluency with LLM systems, hands-on experience with agentic tooling, and working knowledge of multi-agent systems and tool coordination.