AI Support Architect

What You Will Do Design the end-to-end architecture of AI agent experiences including internal AI agent solutions and Salesforce Agentforce deployments Define AI agent orchestration logic: resolution paths, escalation triggers, handoff protocols, and fallback behaviors Own agent behavior design, prompting strategies, guardrails, tone/persona configuration, and reasoning flows Collaborate with Knowledge Engineering Lead to ensure AI agents retrieve and apply knowledge correctly Work with AI Engineers to implement, test, and iterate on agent designs Partner with the Digital Support PM to ensure AI agent UX aligns with customer experience standards Establish governance standards for AI behavior: what agents can and cannot say, risk guardrails, and compliance requirements Define evaluation frameworks to test agent accuracy, resolution rates, and customer satisfaction Stay current with Agentforce, LLM capabilities, and conversational AI best practices to inform architecture decisions What We Are Looking For Required Experience & Qualifications 5+ years of experience in conversational AI, chatbot solution architecture, or AI/ML implementation in a support or enterprise context Hands-on experience with AI agent platforms like Salesforce Agentforce, Einstein Bots, or comparable tools Deep understanding of prompt engineering, LLM behavior, and agent orchestration patterns Experience designing escalation logic and human-AI handoff workflows Familiarity with RAG (retrieval-augmented generation) and how knowledge structure impacts AI accuracy Exposure to CRM and support platforms: Salesforce, Zendesk, AWS Connect Skills & Competencies Conversational AI design: bot flows, intent mapping, entity extraction, and fallback handling Prompt engineering: designing effective, safe, and accurate LLM prompts for support contexts Solution architecture: creating scalable, maintainable AI agent systems across multiple products AI governance: establishing guardrails, audit mechanisms, and risk controls for AI behavior Cross-functional leadership: aligning AI, knowledge, platform, and experience teams around shared agent design Analytical: ability to evaluate AI performance data and diagnose resolution or accuracy failures Core Attributes Architectural thinker who designs systems holistically, not just individual components Deeply curious about AI capabilities and limitations and wants to understand why AI fails, not just that it does Pragmatic: builds for what works today while designing for what's needed tomorrow Strong communicator who can explain AI behavior decisions to both technical and non-technical stakeholders Accountable for AI quality outcomes, not just delivery of architecture artifacts Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!