AI Solutions Architect

Job Description

Senior Manager, Agentic Strategy & Operations | Gusto

The Tone:
This is a full-time role at Gusto, with hybrid work expectations in Denver, San Francisco, or New York. Gusto is dedicated to growing the small business economy by simplifying complex tasks like payroll, health insurance, 401(k)s, and HR. This position is vital for transforming how Gusto scales service operations through AI-powered, agentic workflows, ensuring that these systems earn the trust of small business owners where accuracy and timely escalations are critical. As an AI Solutions Architect within the Service Transformation team, you will design systems that directly impact customer experience and operational efficiency, playing a key role in the evolution of Gusto’s AI platform and governance.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, Denver, CO; San Francisco, CA; New York, NY
• Pay: $133470–$204289 yearly
• Team: Service Transformation (CXT) team, reporting to the Service Transformation org
• Mission: Design and own the end-to-end performance of AI-powered agentic workflows in production to scale service operations, resolve customer needs, and maintain quality in high-stakes environments.
• Tech Stack: LLM systems, agentic tooling, orchestration frameworks, MCP-style integrations

What You’ll Actually Do
• Architect: Architect, prototype, and own end-to-end agentic service workflow frameworks, from scoping through production deployment and iteration, including solve and assist targets, human-in-the-loop (HITL) protocols, and downstream quality safeguards.
• Optimize: Analyze standard operating procedures, operational metrics, and interaction data to identify and prioritize high-impact automation opportunities based on volume, risk, and customer impact.
• Develop: Design and implement multi-agent orchestration patterns across various tools, data sources, and decision steps within integrated end-to-end workflows.
• Evolve Platform: Apply and influence AI platform capabilities, such as orchestration, retrieval, and evaluation, in partnership with Gusto’s CoreX AI Platform team, while identifying platform gaps and prototyping solutions.
• Govern & Represent: Serve as the primary Customer Experience voice in Legal, Security, Compliance, and CoreX forums, translating CX quality stakes and workflow risk into actionable terms and ensuring governance requirements are embedded from the start.

The Must-Haves
• Background: Senior-level professional with 8+ years in operations, product, or AI roles, including at least 2 years specifically designing and deploying AI-assisted or agentic workflows.
• Experience: Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations, and designing human-in-the-loop (HITL) systems with clear escalation logic, override controls, and compliance-aware checkpoints.
• Skills: Strong fluency with LLM systems (including prompt design and evaluation), working knowledge of multi-agent systems, strong operational judgment, and proven ability to influence cross-functional stakeholders across technical and non-technical audiences.