Sr. Lead Solution Architect - AI Agents

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 auto ... (truncated, view full listing at source)