Sr. Lead Solution Architect - AI Agents at Klaviyo

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit klaviyo.com/careers to see how we empower creators to own their own destiny. Klaviyo is revolutionizing customer experience with our new AI-powered Customer Agent Platform—a sophisticated multi-agent system designed to autonomously resolve complex customer requests end-to-end. While our initial deployments heavily index on transforming Customer Experience (CX) and Support operations, this platform will rapidly expand to encompass a wide array of brand-specific, revenue-generating, and operational use cases. In this role, you will act as the tip of the spear for this new technology, reporting directly to the VP of Global Services. You will own the hands-on execution of our most complex AI agent builds for strategic customers, acting as part Forward-Deployed AI Engineer, part Operations Strategy Consultant, and part Enablement Leader. You will work directly with outcome-obsessed enterprise leaders—proving our platform can understand their complex taxonomies and safely execute real workflows—while partnering closely with internal Product and Engineering to shape the platform's evolution. This is a senior individual contributor role (equivalent in leveling to a Sr. Manager) for someone who thrives in the ambiguity of early-stage product delivery. You must natively speak the language of business operations and CX, enjoy shipping customer-facing technical work, and possess a deep understanding of LLMs and agentic primitives. In this role, you will: • Own end-to-end delivery of multi-agent implementations for enterprise customers, serving as the incubation leader for this capability. • Operate as a trusted technical partner to CX Directors, Ecommerce leaders, and IT Operations, leading through ambiguity and complexity. • Combine hands-on technical execution—configuring Agents, Procedures, and Custom Tools—with consultative delivery and strong stakeholder management. How You’ll Make a Difference Shape and scope AI agent engagements • Partner with customers and internal teams to define success criteria, scope agent builds, and translate messy, real-world business requirements into clear delivery plans. • Lead technical discovery conversations to map out a brand's complex support taxonomies, ensuring our system’s Router can accurately evaluate customer intent. • Identify risks early, clarify dependencies, and ensure alignment between customer expectations and our AI capabilities. Lead end-to-end technical execution • Own the design, description, and configuration of specialized Agents (Skills) from initial setup through launch and post-launch iteration. • Write, maintain, and evolve key agent-building artifacts, specifically translating business rules into structured Procedures (deterministic workflows) and Guidance (brand tone and compliance guardrails). • Set up, test, and validate Custom Tools (Data and Action types) to connect the AI to external systems (Shopify, ERPs, CDPs, Loyalty platforms) so the agent can execute tasks autonomously (e.g., create_return, redeem_reward). • Rigorously test custom agents using our Simulation framework and Telemetry/Tracing to ensure agents meet enterprise standards for performance, safety, compliance, and scalability. Act as a strategic technical advisor • Serve as the primary technical point of contact for customers during high-stakes agent build engagements. • Orchestrate the enterprise ecosystem by connecting our Customer Agent tightly to critical systems of record (e.g., Helpdesks, Commerce Platforms). • Map AI actions to standard routing and backend automations so they function seamlessly. • Drive the KPI story by building reporting frameworks that track deflection rates and resolution quality, translating metrics into CFO-friendly terms (e.g., FTE capacity savings). • Troubleshoot complex technical issues with urgency and precision, especially during critical customer moments. Drive repeatable, scalable delivery • Approach each engagement with a builder’s mindset: solve the customer problem deeply, then build the standard operating procedures and architecture templates to standardize delivery. • Partner tightly with K:Agent Product and Engineering to surface platform gaps and influence the evolution of the Data Model (Ontology layer) and Custom Tools. • Contribute to internal best practices, templates, and delivery processes that improve build quality and consistency across customers. • Maintain strong operational hygiene, including clear documentation, status tracking, and handoffs, without requiring management oversight. Lead through influence and collaboration • Work cross-functionally with Agent PMs, Engineering, Design, and GTM teams to deliver consistent, high-quality agent builds. • Demonstrate executive presence in customer interactions, effectively communicating complex AI concepts to both technical and non-technical C-suite audiences. • Enable the organization by training, mentoring, and sharing learnings with the broader Solution Architect team, turning your incubation learnings into a repeatable global motion. Who You Are Experience • 8-10+ years in technical, customer-facing roles such as solutions architecture, forward-deployed engineering, technical consulting, or similar. • Proven experience operating autonomously at a Sr. Manager/Director equivalent level, delivering production-grade enterprise solutions that require structured execution, testing, and iteration. • Track record of working directly with senior technical stakeholders, VP-level Support/CX Leaders, and IT Operations in complex enterprise environments. Technical & Domain Skills • Strong technical foundation in API & Integration Mastery (REST, webhooks, JSON). • You are comfortable building Custom Tools that connect an LLM to bespoke backend systems.System of Record & Workflow Expertise. • You have hands-on experience configuring and integrating with complex enterprise platforms (e.g., Zendesk, Salesforce, Shopify, ERPs) and understand how to map AI actions to traditional triggers and automations.Deep conceptual understanding of Agentic AI Fundamentals. • You know the difference between a traditional deterministic chatbot and an LLM-powered multi-agent system, and understand Retrieval-Augmented Generation (RAG) concepts. Consultative & Communication Skills • You speak "Support & CX." You are deeply fluent in deflection vs. resolution rates, cost-to-serve, CSAT/NPS, and quality assurance frameworks. • Able to translate ambiguous customer needs into clear, deterministic implementation plans (Procedures) and drive execution against timelines. • Clear, confident communicator who can explain AI reasoning, hallucinations, and tool-calling sequencing to both technical and non-technical audiences. Working Style • Highly proactive, detail-oriented executor who takes ownership of outcomes and thrives in an incubation-style role. • Thrives in fast-moving environments with rapidly evolving K:Agent product capabilities. • Balances speed with rigor, utilizing simulations and tracing to ensure safety, compliance, and reliability are never compromised. Nice to Have • Hands-on experience building with or around LLMs, OpenAI's Agent SDK, LangChain, or similar orchestration frameworks. • Strong product instincts, including the ability to define success metrics and contribute field insight directly into product roadmap discussions. • A Computer Science, Engineering, or Math degree, or equivalent hands-on technical experience. Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process. Base Pay Range For US Locations:$168,000—$252,000 USDGet to Know Klaviyo We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us. AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice. Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law. IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls. By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).