Customer Experience AI Architect

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. The Customer Experience AI Architect is the business-facing driver of AI transformation across Vena’s CX organization. This role understands the priorities, processes, and pain points across Professional Services, Customer Adoption Management, Managed Services, and Customer Enablement, building the AI-powered tools, workflows, and programs that fundamentally improve how Vena implements, supports, and grows with its customers. The CX AI Architect combines hands-on AI development (LLM/GenAI apps, API integrations, agentic workflows) with strong cross-functional influence to accelerate Vena’s AI vision and strategy. They shape and prioritize the CX AI backlog, build production-grade tools, drive adoption through enablement, and partner with Product, Operations, IT, and Security to ensure every solution is responsible, governed, and scalable. How You'll Make an Impact Learn and deeply understand CX priorities, processes, systems, stakeholders, and pain points across Professional Services, Customer Adoption Management, Managed Services, and Customer Enablement; with a focus on delivery/implementation. Identify and translate AI use cases that improve productivity, customer experience, time-to-value, and employee effectiveness across the post-sales customer journey. Maintain and prioritize a CX AI opportunity backlog based on value, feasibility, risk, and strategic alignment — managing both inbound requests from CX leaders and proactively identified opportunities. Design and build production-grade AI tools and workflows, including AI-assisted implementation workflows, AI copilots for consultants, and automated customer communications. Build and maintain reliable integrations, automations, and data sync patterns across the CX stack, improving data quality, reducing tool sprawl, and ensuring actions are triggered from trusted signals. Establish an AI/automation operating cadence for CX: intake → prioritization → build → QA → release → measure → iterate, with clear owners, SLAs, and documentation to reduce ad hoc requests and rework. Act as the connector between CX and IT, communicating needs, priorities, and delivery context to ensure AI solutions are governed, supportable, and scalable. Act as the connector between CX and Product & Technology, influencing architecture, integrations, and onboarding of Vena AI solutions and representing CX/PS in the product team’s AI vision. Partner with IT, Security, Data, and Governance teams to ensure all AI solutions meet Vena’s responsible AI standards and actively contribute to evolving the governance framework as CX AI matures. Drive adoption through enablement: stakeholder training, playbooks, change management, and feedback loops that turn prototypes into repeatable, scalable workflows used day-to-day. Possible travel to Vena headquarters in Toronto and or customer offices in the US We'd Love to See 5+ years in Professional Services, Solution Architecture, Customer Experience, or similar role, with a track record of delivering AI tools in production enterprise environments. Hands-on experience building and deploying AI applications for enterprise, including LLM/GenAI development, prompt engineering, RAG architectures, and AI agent frameworks (Claude, OpenAI, Copilot Studio, or equivalent). Ability to understand CX business processes and translate pain points into clear AI use cases, requirements, value hypotheses, and success measures. Experience working in Professional Services or similar technical customer-facing roles, with strong intuition for where AI eliminates friction in implementation and adoption, driving better customer outcomes and stronger realized value. Ability to prioritize AI opportunities using value, feasibility, risk, urgency, and strategic alignment, and to influence without authority across teams they don’t own. Comfort with API integrations, workflow automation tools, and working with data and BI platforms (e.g., Snowflake, Power BI) to measure and communicate AI impact. Good judgment around data sensitivity, privacy, security, accuracy, user experience, and responsible AI usage. Resilience and comfort operating in ambiguity. This is a transformational role in a fast-moving space that rewards curiosity, bias for action, and a growth mindset. Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies. Base salary range 131,516 - 177,934 CAD *Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.