Job Directory Solutions Architect

Solutions Architect
San Francisco, CA

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Job Description

Directly is looking for a talented Solutions Architect who has a passion for and deep understanding of the messaging, chat, and customer experience automation space to join our founding Services team. This individual will greatly impact our business by working with our enterprise clients and Directly's internal teams on bringing our technical integrations to life. As our Solutions Architect you'll provide technical oversight and hands-on development of our implementations during both pre and post sales, ensure alignment of the design, strategy, roadmap and requirements for both internal and external teams, and drive product innovation.


* Build deep technical and non-technical relationships with our enterprise customers in order to understand and document their integration requirements surrounding customer experience automation
* Lead product demonstrations and on-boarding services
* Provide hands on technical implementation services, including end-to-end testing for implementation projects
* Lead building an internal Center of Excellence around messaging / chatbot solutions and conversational AI, and be recognized as internal Subject Matter Expert for best practices and implementation guidance
* Key point of contact with our customer's technical and development teams, bringing back requirements and feedback for our product management team to help drive product innovation
* Lead the planning, architecture, and implementation of customer integration projects, supporting and enhancing existing customer integrations after go-live
* Drive customer integrations by collaborating closely with Directly's Customer Success, Engineering, Product, and Technical Support teams
* Mentor and teach members of the services team


* 10+ years as a Solutions Engineering / Architect
* Deep knowledge and implementation expertise with messaging conversational applications such as Salesforce Live Agent Chat, Web Chat controls, Facebook messenger, etc.
* Understanding of Q&A Engines, Conversational AI technologies, and virtual assistants / chatbots, including the underlying AI training and model maintenance
* Strong hands-on coding experience with client code and integrating RESTful APIs: JavaScript, JQuery, HTML, CSS expertise required
* Polished communicator with strong ability to present to and interact with enterprise clients in a technical setting
* Understanding of authentication systems and protocols
* Problem-solver with exceptional troubleshooting skills
* Highly organized, with strong attention to detail and able to manage multiple tasks and projects
* Ability to travel as needed to support customer integration projects
* Thrives in a fast-paced, start-up environment exuding passion and grit
* Collaborative team player
* Bachelor's Degree in Computer Science or equivalent

Bonus Points:

* Familiar with CRM Help Desk system integrations (i.e. Salesforce, Zen Desk, or related API integration experience)
* Experience with building server-side code and web APIs, such as with Node.js, Python, etc.
* Experience with cloud computing and AWS
* Familiarity with scrum/agile processes and project management principles


Directly is a leader in support automation, helping enterprise companies launch and train virtual agents that double their automation rate. Companies like Airbnb, Microsoft, and Samsung use our expert-in-the-loop AI platform to tap the expertise of their most experienced customers, delivering content, training, and answers to their virtual agent to significantly boost performance.

Our platform delights customers with knowledgeable, personalized, and empathetic support interactions while creating new economic opportunity for people in the AI era. We integrate with leading CRM applications, messaging applications, and virtual agents.

Directly is based in San Francisco and backed by Microsoft's M12 Ventures, True Ventures, Costanoa Ventures, and Northgate Capital. We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!

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