Sr. AI Solutions Architect

About Dialpad Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit  to learn more.
Being a Dialer At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills.

We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success:
Scrappy, Curious, Optimistic, Persistent, Empathetic
.

As a Sr. AI Solutions Architect you are the bridge between a sophisticated AI prototype and a mission-critical production environment. While our research teams build the "brains," you build the body and the nervous system. You will be responsible for taking autonomous, agentic AI systems and deploying them into complex customer infrastructures—ensuring they are scalable, secure, and rigorously "guarded" against unpredictable behavior.

In this role, you will be the primary architect of AI behavior, responsible for transforming standard operating procedures (SOPs) into intelligent, automated workflows. You will not just be "using" AI; you will be "instructing" it—designing the logic, prompts, and integrations that allow our AI agents to operate seamlessly within our customers' technical ecosystems.

• Solutions Design:
  Ability to understand customer requirements quickly and accurately. Translate ambiguous business objectives into clear, shippable Agentic AI-powered solutions.
• Requirements Translation:
  Conduct deep-dive discovery sessions with customers to translate business objectives and SOPs into structured technical instructions for AI Agents.
• Prompt Engineering & Training:
  Design, test, and iterate on complex prompt architectures to ensure AI agents deliver high-accuracy outputs aligned with client brand voice and logic.
• AI Consulting:
  Confidence to consult, not just replicate. Desire to build transformational solutions for customers that revamp the way they do business.
• Stakeholder Management:
  Act as the technical face of the company during deployments, managing expectations and providing expert guidance in a fast-paced environment.
• Production Integration:
  Lead the end-to-end deployment of Agentic AI workflows into customer environments. Author multi-step prompts, retrieval pipelines, and decision logic that plug into CRMs, ERPs, and custom APIs via our MCP framework.
• Guardrails & Safety:
  Develop and deploy systems and automated evaluation layers to monitor for hallucinations, bias, and security breaches.
• Performance Optimization:
  Optimize your agents as part of the hypercare process with your customer post-integration. Provide baselines for KPIs like task containment rate, task success rate, and hallucinations.
• Monitoring & Observability:
  Set up advanced tracking systems to provide customers with "Explainable AI" dashboards.
• Product Alignment and Influence:
  Capture common customer pain points, successful integration patterns, and platform limitations discovered in the field. Synthesize and deliver this critical, high-value signal directly back to our core Product and Engineering teams to influence the product roadmap and accelerate feature development.

• 5+ years of experience in a high-impact, customer-facing technical role such as Solutions Architect, Forward Deployed Engineering, Technical Consulting, MLOps, or Backend Engineering for SaaS/AI products.
• Familiarity with LLMs and Generative AI, specifically…