• Technical consulting in pre-sales: You support our sales team as the technical advisor. You translate complex business requirements into feasible solution designs and persuade clients with your professional expertise and approachability. • Architecture design & blueprinting: You design robust, secure, and scalable software architectures for modern cloud platforms and actively support their implementation in project work. • Technology initiatives & workshops: You design and lead inspiring tech workshops (e.g., on AI transformation or cloud strategies). You show clients what is technologically possible and thereby lay the foundation for successful collaboration. • Technical bridge role & mentoring: You are the link between vision and code. You support our delivery teams hands‑on during implementation, ensure architectural quality through code and system reviews, and act as a sparring partner for development. • Client consulting & initiative driver: Even during implementation, you remain the technical contact for the client. You identify follow-up needs and new technological potentials (e.g., legacy replacement) and feed these insights back to our sales team.

• Global Data Architecture: Design and implement a data warehouse and federated collection architecture; develop a unified global data model; lead integration design across internal systems and vendor partnerships. • Field Data Systems: Lead migration from paper, Excel, and fragmented platforms (CommCare, KoboToolbox) onto a unified, field-optimised data collection system with near-real-time capture and legacy data provisions. • BI & Analytics: Design and build a global Business Intelligence stack (primarily open-source), enabling self-serve reporting across all divisions. • Technical Governance, Security & Compliance: Serve as Global Systems Administrator; lead on security, data privacy, and data residency compliance; ensure 99.9% uptime and adherence to local and international data protection regulations. • Automation & AI: Support responsible prototyping and integration of automation and AI/ML tools into data workflows, in line with StrongMinds' AI governance framework.

• Providing strategy, structure, leadership, direction and inspiration to the SE organization within the region • Engaging with customers through demonstrating executive presence and maximizing customer satisfaction • Partnering with Sales leadership and field Sales teams on strategy, must-win and strategic opportunities • Collaborating with your peers and leadership to support the go-to-market initiatives for the region • Leading with data-driven decision-making strategies to facilitate growth within the region • Partnering with internal cross functional teams to meet business objectives and ensure customer satisfaction • Leading initiatives to build the capabilities of the team to introduce new products to our customers

Role Description We are looking for an AI Solutions Architect to join our community — someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments. What you will do: - Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times); - Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities; - Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage; - Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals; - Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience; - Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan; - Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders; - Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities. Qualifications - Fluency in English; - 1+ year of professional experience in designing AI-driven customer support automation and workflow optimization strategies; - Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT); - Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI features; - Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools); - Ability to run structured discovery/audit sessions and analyze support workflows, ticket categories, and volumes; - Strong analytical skills to identify automation opportunities and inefficiencies; - Experience designing scalable workflows and automation strategies; - Ability to assess and prioritize initiatives based on ROI and business impact; - Excellent communication skills to translate findings into clear, actionable recommendations. Requirements - Basic technical understanding of integrations, APIs, and support system architecture. Benefits - Providing services during business hours; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your growth and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.