Applied AI - Customer Technical Architect

DevRev

DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.

Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.

Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

Applied AI Engineering

The Applied AI team ensures our customers get the optimal experience from DevRev. As customers go through their DevRev journey, they may identify need(s) for integration with existing enterprise systems/ services, workflow/process automation or customization/ enhancement of the DevRev platform capabilities to achieve their business objectives. Our team works with customers in their domain to understand their business and work side by side as partners to design their transformation, develop software, and implement solutions to achieve customer’s business goals..

Job Description

We are looking for a skilled Customer Technical Architect to partner with customers and fully understand their business and domain. You will be responsible for designing AI-driven business transformations, detailing requirements, and architecting solutions using the AgentOS platform and any necessary integrations. In this role, you will act as a bridge between business requirements and technical solutions, leveraging your domain, business, and technical expertise to create scalable, robust, and high-performing reusable AI Agents. You will collaborate closely with Customer Success, Pre-Sales, Applied AI Engineering, and Product Managers to ensure that our solutions meet customer needs and deliver business success.

Key Responsibilities

• Understand customer domain, business needs, and key customer OKRs (Objectives & Key Results) & KPIs (Key Performance Indicators).
• Work with customers, side by side as technical partners and establish trust in DevRev solution
• Act as bridge between Sales Engineers/ Customer Success and Applied AI Engineering. 
• Design the detailed AI driven business transformation, applied AI requirements, and architect the solution needed for customer needs
• Design solutions (AI Agents, Skills, and workflows, etc) that are aligned with industry best practices, meet the customer needs, and are reusable across other customers.
• Create and maintain Applied AI proposals, estimates, solution designs, detailed requirements and measurement framework for KPIs and outcomes
• May involve visits to client locations and up to 50% travel.
• Work closely with applied AI engineering team members to ensure that solutions are implemented according to design, and provide guidance throughout the development lifecycle.
• Stay current with emerging business and technology industry trends, incorporate relevant advancements into our solutions to enhance functionality and competitiveness.
• Assist the pre-sales and partner teams in scoping and defining technical requirements for new opportunities, and provide input on solution feasibility and estimated effort.
• Ensure that all solutions meet quality standards and adhere to security, compliance, and performance requirements.

Qualifications

• 8+ years of experience in customer facing solutioning and architecture, with a strong background in designing and implementing complex, integrated and scalable solutions.
• Proficiency and hands-on experience in Gen AI, cloud technologies, and integration patterns.
• Strong business aptitude and Voice of Customer gathering/ understanding and triaging skills.
• Must possess design-thinking and growth mindset to analyze and effectively address business and technical challenges
• Excellent interpersonal and communication skills, with the ability to bidirectionally convey complex business into technical and vice-versa to technical and non-technical stakeholders.
• Experience with project management methodologies and tools, with the ability to manage multiple projects and deliverables simultaneously.
• Proven track record of establishing OKRs/ KPIs and delivering customer-focused solutions.
• Experience in SaaS, enterprise software, or platform-centric environments.
• Bachelor’s degree in Computer Science, Engineering, or a related field. Advanced degree or certifications in AI and relevant technologies or architecture frameworks is a plus.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. 

That is DevRev!