This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Experience Systems Architecture based in Canada. This is a senior technical leadership role responsible for defining the end-to-end systems architecture that powers client experience at massive scale across a complex financial technology ecosystem. You will shape how millions of customers interact with intelligent, automated, and human-assisted support systems by designing the underlying platforms, data flows, and AI-driven experiences. The role sits at the intersection of systems architecture, AI strategy, and operational design, requiring deep technical fluency and strong architectural judgment. You will lead and influence multiple pillars including systems design, knowledge architecture, and AI experiences, while remaining deeply engaged in technical discussions. A key focus will be building scalable CX infrastructure that integrates CRM, knowledge systems, routing logic, and AI agents into a unified experience layer. This is a high-impact role where your decisions directly shape customer experience quality, operational efficiency, and the future of AI-driven client interactions. \n

Accountabilities: Design and own the end-to-end architecture for client experience systems supporting millions of users and large-scale agent operations. Define how CRM, telephony, ticketing systems, knowledge bases, and AI agents integrate into a unified CX ecosystem. Architect AI-driven interaction layers including agent routing, escalation flows, human handoffs, and automated resolution paths. Build and evolve knowledge systems optimized for machine retrieval, including RAG pipelines, semantic search, and vector-based architectures. Establish evaluation frameworks for AI systems, including LLM-as-a-judge approaches, human-in-the-loop validation, and hallucination mitigation strategies. Partner closely with engineering and R&D teams to define system trade-offs, integration strategies, and platform evolution decisions. Lead technical design discussions at the API and system level, including data flows, payload design, and service boundaries. Translate operational CX requirements into scalable, production-grade architecture decisions and platform capabilities. Guide prioritization of CX initiatives based on operational data, system constraints, and customer impact. Serve as the technical authority for CX AI architecture across multiple teams and stakeholders. Requirements: 8–10+ years of experience in CX systems, technical product architecture, engineering leadership, or AI platform design roles. Strong technical depth in system design, distributed systems, and large-scale customer-facing platforms. Hands-on understanding of generative AI systems including LLMs, RAG architectures, prompt engineering, and agent-based workflows. Experience designing or influencing AI evaluation frameworks, including structured testing, quality measurement, and production monitoring. Ability to deeply engage in technical discussions with engineers, data scientists, and architects, including API and data modeling decisions. Strong understanding of CX ecosystems such as CRM, ticketing systems, knowledge bases, and contact center technologies. Familiarity with third-party AI and CX vendor landscapes and associated architectural trade-offs. Proven ability to operate in greenfield or evolving environments where systems and standards are still being defined. Strong communication and stakeholder management skills, with the ability to align technical and operational teams. Benefits: Competitive compensation with long-term incentive and equity opportunities Comprehensive health, dental, and life insurance coverage Generous vacation policy including wellness and mental health days Flexible work arrangements with remote/hybrid options across Canada Extended work-from-anywhere allowance for up to 90 days annually Employer-matched retirement and savings programs Inclusive, high-performance culture with diverse employee resource groups Opportunity to shape next-generation AI-powered client experience systems at scale.

\n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1