Senior Solution Architect

Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform, purpose-built to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, and Cigna.
For remote positions, Ushur’s U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, FL, GA, HI, ID, IL, MD, MI, MN, MO, MA, NJ, NC, OH, PA, SC, TX, UT, VA, WA, NY.
The Professional Services team at Ushur works as a bridge between customers, sales, product and engineering teams to ensure the successful sale, onboarding, expansion and renewal of our customers. In the role of Senior Solution Architect, you will drive quality and scalable solution designs for our customer implementations. You will require a strong understanding of common business challenges related to customer engagement, use of AI/ML, and customer experience automation in our go to market industries of insurance, healthcare, and financial services. You will be part of the growing team and collaborative environment where your opinion and ideas matter.

What You'll Do

• Create and build complex Workflows using industry best practices
• Write solution and technical documentation including ERDs, data flow diagrams, and business process flows
• Establish and promote best practices across consulting and sales engineering teams to drive technical excellence and solution consistency
• Utilize your outstanding technical consulting skills to implement software solutions
• Lead and drive scope definition, requirements analysis, functional and technical design, application build, product configuration, unit testing, UAT and production deployment
• Provide technical oversight on multiple customer engagements and ensure solutions meet standards
• Provide support and technical implementation on multiple projects at multiple clients
• Quarterback tactical teams to proactively ensure smooth deployment of features at scale
• Act as a Subject Matter Expert by proactively addressing ad hoc inquiries and delivering technical content to support organizational needs
• Understand Customer business requirements and design scalable end-to-end solutions to satisfy them
• Lead both in person and remote sessions with key client stakeholders from business or technical audiences
• Supporting product development, bugs using Asana and Jira

What You Bring

• Bachelor's degree in Computer Science or equivalent experience
• 10+  years of experience designing technical solutions for cloud applications
• Experience in software development
• Experience Architecting end-to-end technical solutions that balance customer needs, scalability, security, and operational excellence
• Proficient in Python, HTML, CSS, MJML, and Javascript
• Hands on experience in developing, integrating, Unit Testing and documenting REST APIs using tools like Postman, and Playwright
• Diligent in Agile delivery
• Strong knowledge of software platforms/frameworks and associated solutioning approaches such as Salesforce.com, Netsuite, and MS Dynamics 365
• Extensive experience with Contact Center technologies, including the design and deployment of scalable customer support solutions
• In-depth knowledge of Customer Data Platforms (CDPs) and their integration within marketing ecosystems
• Proficiency in Data Warehousing concepts and the utilization of Analytics tools to derive actionable insights
• Demonstrated ability to architect solutions that align with business objectives and enhance the overall customer journey
• Strong understanding of data governance and compliance considerations in marketing contexts
• Hands-on experience with technologies enabling omnichannel communications, such as SMS gateways, VoIP systems, chatbot frameworks, and social media integration tools
• Experience designing AI/ML-enabled customer experiences such as personalization engines, chatbots, or predictive analytics solutions
• Strong understanding of various machine learning model types, including supervised, unsupervised, reinforcement learning, and deep learning models (e.g., CNNs, RNNs, transformers)
• Familiarity with model training pipelines, evaluation metrics, and lifecycle management
• Deep understanding of cloud-native solution design principles, including high availability, scalability, and security best practices
• AWS Certified Solutions Architect – Associate certification or equivalent (e.g., Azure Solutions Architect Expert, Google Cloud Associate Cloud Engineer) required
• Solid organizational skills, including attention to detail and multi-tasking
• Excellent interpersonal skills to effectively communicate with cross-functional teams, technical and non-technical personnel.
• Strong problem solving and negotiation skills
• Startup DNA is a must: willing and able to do "whatever it takes" with motivation to find solutions rather than admire the challenge
• Customer-first behavior
• Strong verbal, written, and presentation skills
• Passion for technology and being a part of a fast-growing SaaS startup where we move quickly and wear many hats
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• 50-75% travel required

Why Join Us?Thriving Company Culture. At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment. Bring Your Whole Self to Work. We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact. Rest and Recharge. Take advantage of unlimited PTO, wellness days (10 per year), paid holidays (10 holidays + full week off at the end of December), and more to prioritize your well-being and maintain balance. Comprehensive Health Benefits. We’ve got you covered with health, dental, and vision plans tailored to meet the needs of you and your loved ones, plus additional offerings like life insurance, accident coverage, and more. Invest in Your Future. We provide a 401(k) plan to support your retirement savings and stock options to give you a stake in our company’s success and growth. Embrace Growth. One of our core values is Growth Mindset – we believe in lifelong learning. We offer opportunities to support your development, including assistance with certifications and continuing education related to your role at Ushur. Flexible Work Options. We understand the importance of flexibility. For employees based near our HQ, we offer a hybrid work model that balances collaboration and autonomy. Fully remote roles are available for employees located outside of the HQ area, ensuring everyone can thrive in an environment that works best for them.