Wealthsimple Technologies - Director, Client Experience Systems Architecture

Remote - Canada3w ago

Remote Director NA Artificial Intelligence Cloud Computing Systems Administrator Salesforce Intercom Vector Pinecone Weaviate

Requirements

• Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • I define the high-level business vision and secure budget; my engineering teams handle the architecture and system mapping. • I define the data mapping/API payloads, and own the technical trade-offs before handing the build execution to engineering. • I define and write the product requirements and rely on technical architects to design the data flows and API payloads. • 500 - 1000 agents • 1000 - 2000 agents • Salesforce Service Cloud • Intercom / Kustomer • Custom In-House CRM/Ticketing System • Retrieval-Augmented Generation (RAG) • Vector Databases (e.g., Pinecone, Weaviate, Databricks) • Model Context Protocols (MCP) • Cloud AI Infrastructure (AWS Bedrock, GCP Vertex AI, Azure AI) • AI Evaluation Frameworks (e.g., LLM-as-a-Judge, RAGAS) • I have only built custom in-house solutions. • In 3 bulletpoints, please share a complex, multi-system worflow or integration you recently architected. • In 3 bulletpoints, give us some examples of an evaluation framework you implemented to catch, measure and eliminate issues in production.

Responsibilities

• Design and oversee the holistic tech stack required to serve millions of clients and thousands of agents. You must intimately understand how CRM, telephony, ticketing, content/knowledge bases, and agent interfaces seamlessly integrate. • Partner directly with R&D and Engineering to define how AI agents interact with internal APIs. Own the technical trade-offs of building in-house vs. buying third-party, and design the logic for agent routing, human handoffs, and escalations. • Reimagine Information Architecture. Design a knowledge ecosystem optimized for machine retrieval (RAG, semantic search, vectorization) and build the evaluation frameworks (LLM-as-a-judge, human-in-the-loop) that eliminate hallucinations. • Structure your team and intake processes to ruthlessly prioritize initiatives based on operational data. Bridge the gap between CX Operations and Engineering to ensure fast, agile delivery. • Be the definitive voice on CX AI trade-offs. You don’t need to write the production code, but you must be able to draw the system architecture on a whiteboard, define the edge cases, and guide your managers through complex integrations.

Benefits

• 🌸 Top-tier health benefits and life insurance • 📈 Long-term group savings with employer match, through Wealthsimple for Business • 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year • ✈️ 90 days away: work outside Canada for up to 90 days per year • 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS • 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. • Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. • Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. • Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. • AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.