# AI Solutions Architect

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Denver, CO, San Francisco, CA, New York, NY, Las Vegas, NV, Chicago, IL, Phoenix, AZ
**Role:** Other
**Salary:** $133k – $204k/yr
**Experience:** 8+ years
**Skills:** LLMs, Agentic Workflows, Multi-Agent Systems, Hitl Systems, Prompt Design, Ai Governance, Orchestration Frameworks, Responsible Ai, Roi Modeling, Operational Metrics
**Posted:** 2026-07-06

> Senior Manager owning end-to-end design, prototyping, deployment and iteration of AI-powered agentic service workflows at Gusto. Requires 8+ years experience including 2+ years with agentic systems, strong LLM fluency, multi-agent orchestration, HITL design, and cross-functional influence with Legal/Compliance.

## Job Description

## Responsibilities
- Architect, prototype, and own end-to-end agentic service workflow frameworks, from scoping through production deployment and iteration — including solve and assist targets, HITL protocols, override logic, and downstream quality safeguards.
- Analyze SOPs, operational metrics and interaction data to identify and prioritize high-impact automation opportunities based on volume, risk, and customer impact.
- Design and implement multi-agent orchestration patterns across tools, data sources, and decision steps within a single end-to-end workflow.
- Apply and influence AI platform capabilities in partnership with CoreX (Gusto's AI Platform team) — including orchestration, retrieval, and evaluation — helping define what needs to be built to support production workflows at scale.
- Identify platform gaps, prototype workflow-level solutions, and partner with engineering to shape the primitives required for reliable, scalable AI systems.
- Serve as the primary CX voice in Legal, Security, Compliance, and CoreX forums — translating CX quality stakes and workflow risk into terms each audience acts on, and ensuring governance requirements are embedded in design, not retrofitted after launch.
- Strengthen evaluation frameworks and feedback loops to ensure quality, compliance, and continuous improvement; contribute to Gusto's human evaluation programs and AI governance practices through deep partnership with our internal CX Labs team.
- Partner with Data teams to define and track workflow performance — including solve and assist rate, AHT, rework rate, and customer effort score — clearly distinguishing between model-level, workflow-level, and operational drivers.
- Build ROI models to quantify workflow impact across efficiency, quality, and cost before and after deployment.
- Represent workflow performance and risk to senior stakeholders with appropriate precision and brevity; communicate in a way that drives action, not overwhelm.
- Lead through ambiguity and rapid change: the function is still being defined, and you will help define it.

## Requirements
- 8+ years in operations, product, or AI roles — with at least 2 years designing and deploying AI-assisted or agentic workflows.
- Strong fluency with LLM systems, including prompt design, evaluation, and production behavior at scale.
- Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations.
- Experience designing human-in-the-loop (HITL) systems with clear escalation logic, override controls, and compliance-aware checkpoints.
- Working knowledge of multi-agent systems and tool coordination.
- Strong operational judgment: able to define and diagnose workflow metrics.
- Proven track record influencing cross-functional stakeholders — including Product, Engineering, Legal, Security, and Compliance — in writing, in design reviews, and in high-stakes forums.
- Familiarity with Responsible AI practices, governance, and risk management in production environments.
- Proven ability to operate in high ambiguity, create clarity, and drive alignment across technical and non-technical audiences.
- Strong systems thinking with a bias toward execution and measurable outcomes.
- Deep empathy for small business customers and the employees who serve them.

## Compensation
- Cash compensation: $133,470/yr to $173,511/yr in Denver & most major metro locations, and $157,145/yr to $204,289/yr for San Francisco & New York.
- All full-time employees receive competitive base pay, benefits, and equity (RSUs).

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