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.