• Act as the emissary of the architecture. • Define 3Pillar’s AI architecture vision and engineering standards, establishing the patterns and governance frameworks that Architects, Tech Leads, and engineers across the organisation follow. • Technical owner from design to resolution of tailored solutions to sophisticated problems on cloud platforms based on requirements and other constraints. • Architect and oversee the delivery of enterprise-grade AI systems - including LLM-powered features, RAG pipelines, agentic frameworks, and model inference infrastructure - across complex, multi-team programmes. • Partners with appropriate stakeholders to determine functional and nonfunctional requirements, as well as business goals, for a set of scenarios. • Advise stakeholders at senior and executive level on AI strategy, technology investment prioritisation, risk posture, and competitive positioning, translating ambition into technically sound, phased roadmaps. • Assess and plan for new technology insertion. • Continuously evaluate the global AI landscape - foundation model developments, emerging frameworks, and regulatory shifts - and brief engineering and business leadership on strategic implications. • Manage risk identification and risk mitigation strategies associated with the architecture. • Lead AI risk management at the organisational level: vendor lock-in, data privacy, model drift, adversarial inputs, and compliance with evolving AI regulation (EU AI Act, NIST AI RMF, GDPR, HIPAA). • Influence and communicate long-term product vision, technical vision, development strategy and roadmap. • Drive original IP creation: reusable AI architectural frameworks, reference architectures, accelerators, and internal tooling that increase 3Pillar’s competitive advantage across engagements. • Contribute to code reviews, documentation and architectural artifacts. • Establish and lead 3Pillar’s AI Centre of Excellence - curating architectural patterns, governing responsible AI standards, and publishing guidance consumed across the engineering organisation. • Active leader in the Architecture Practice community, mentoring Engineers and others through Communities of Practice (CoPs) or on project teams, supporting the growth of technical capabilities. • Serve as an external thought leader: representing 3Pillar at industry conferences, publishing research and whitepapers, and contributing to open-source projects or standards bodies in the AI domain. • Contribute architectural skills within an Agile team, with no supervision or within a team of architects. • Develop and execute or lead the execution of a technical vision, within one or more business or technical domains, with a focus on the business value. • Design architectures that align with the DevOps culture and QA Automation practices. • Integrate AI-powered capabilities into DevOps and QA practices - including automated code review, intelligent test generation, and AI-assisted security scanning - to raise the engineering standard across programmes.

• Act as the emissary of the architecture. • Define 3Pillar’s AI architecture vision and engineering standards, establishing the patterns and governance frameworks that Architects, Tech Leads, and engineers across the organisation follow. • Technical owner from design to resolution of tailored solutions to sophisticated problems on cloud platforms based on requirements and other constraints. • Architect and oversee the delivery of enterprise-grade AI systems - including LLM-powered features, RAG pipelines, agentic frameworks, and model inference infrastructure - across complex, multi-team programmes. • Partners with appropriate stakeholders to determine functional and nonfunctional requirements, as well as business goals, for a set of scenarios. • Advise stakeholders at senior and executive level on AI strategy, technology investment prioritisation, risk posture, and competitive positioning, translating ambition into technically sound, phased roadmaps. • Assess and plan for new technology insertion. • Continuously evaluate the global AI landscape - foundation model developments, emerging frameworks, and regulatory shifts - and brief engineering and business leadership on strategic implications. • Manage risk identification and risk mitigation strategies associated with the architecture. • Lead AI risk management at the organisational level: vendor lock-in, data privacy, model drift, adversarial inputs, and compliance with evolving AI regulation (EU AI Act, NIST AI RMF, GDPR, HIPAA). • Influence and communicate long-term product vision, technical vision, development strategy and roadmap. • Drive original IP creation: reusable AI architectural frameworks, reference architectures, accelerators, and internal tooling that increase 3Pillar’s competitive advantage across engagements. • Contribute to code reviews, documentation and architectural artifacts. • Establish and lead 3Pillar’s AI Centre of Excellence - curating architectural patterns, governing responsible AI standards, and publishing guidance consumed across the engineering organisation. • Active leader in the Architecture Practice community, mentoring Engineers and others through Communities of Practice (CoPs) or on project teams, supporting the growth of technical capabilities. • Serve as an external thought leader: representing 3Pillar at industry conferences, publishing research and whitepapers, and contributing to open-source projects or standards bodies in the AI domain. • Contribute architectural skills within an Agile team, with no supervision or within a team of architects. • Develop and execute or lead the execution of a technical vision, within one or more business or technical domains, with a focus on the business value. • Design architectures that align with the DevOps culture and QA Automation practices. • Integrate AI-powered capabilities into DevOps and QA practices - including automated code review, intelligent test generation, and AI-assisted security scanning - to raise the engineering standard across programmes.

• Act as the emissary of the architecture. • Define 3Pillar’s AI architecture vision and engineering standards, establishing the patterns and governance frameworks that Architects, Tech Leads, and engineers across the organisation follow. • Technical owner from design to resolution of tailored solutions to sophisticated problems on cloud platforms based on requirements and other constraints. • Architect and oversee the delivery of enterprise-grade AI systems - including LLM-powered features, RAG pipelines, agentic frameworks, and model inference infrastructure - across complex, multi-team programmes. • Partners with appropriate stakeholders to determine functional and nonfunctional requirements, as well as business goals, for a set of scenarios. • Advise stakeholders at senior and executive level on AI strategy, technology investment prioritisation, risk posture, and competitive positioning, translating ambition into technically sound, phased roadmaps. • Assess and plan for new technology insertion. • Continuously evaluate the global AI landscape - foundation model developments, emerging frameworks, and regulatory shifts - and brief engineering and business leadership on strategic implications. • Manage risk identification and risk mitigation strategies associated with the architecture. • Lead AI risk management at the organisational level: vendor lock-in, data privacy, model drift, adversarial inputs, and compliance with evolving AI regulation (EU AI Act, NIST AI RMF, GDPR, HIPAA). • Influence and communicate long-term product vision, technical vision, development strategy and roadmap. • Drive original IP creation: reusable AI architectural frameworks, reference architectures, accelerators, and internal tooling that increase 3Pillar’s competitive advantage across engagements. • Contribute to code reviews, documentation and architectural artifacts. • Establish and lead 3Pillar’s AI Centre of Excellence - curating architectural patterns, governing responsible AI standards, and publishing guidance consumed across the engineering organisation. • Active leader in the Architecture Practice community, mentoring Engineers and others through Communities of Practice (CoPs) or on project teams, supporting the growth of technical capabilities. • Serve as an external thought leader: representing 3Pillar at industry conferences, publishing research and whitepapers, and contributing to open-source projects or standards bodies in the AI domain. • Contribute architectural skills within an Agile team, with no supervision or within a team of architects. • Develop and execute or lead the execution of a technical vision, within one or more business or technical domains, with a focus on the business value. • Design architectures that align with the DevOps culture and QA Automation practices. • Integrate AI-powered capabilities into DevOps and QA practices - including automated code review, intelligent test generation, and AI-assisted security scanning - to raise the engineering standard across programmes.

Role Description We are seeking an experienced Gainsight Solution Architect / SME to lead the design, implementation, and optimization of Customer Success processes within the Gainsight platform. - The ideal candidate will possess deep expertise in Gainsight modules, customer lifecycle management, customer health frameworks, executive dashboarding, and enterprise-scale customer success transformations. - The candidate will work closely with business stakeholders, Customer Success teams, Sales Operations, and technical teams to design scalable lifecycle workflows covering onboarding, adoption, expansion, and renewal processes. Key Responsibilities - Lead discovery workshops and business requirement gathering sessions with stakeholders. - Design and implement customer lifecycle frameworks including LAND, ADOPT, EXPAND, and RENEW stages. - Define CTA strategies, Playbooks, Success Plans, lifecycle progression criteria, and business workflows. - Configure and optimize Gainsight modules including Cockpit, Rules Engine, Journey Orchestrator, Success Plans, Reports, and Dashboards. - Design customer health scorecards and customer success KPIs. - Define trigger criteria and automation strategies for lifecycle-based workflows. - Collaborate with technical and data teams for integrations and data alignment. - Design executive dashboards and reporting frameworks for lifecycle visibility and customer health tracking. - Provide strategic recommendations aligned with Gainsight best practices. - Support UAT execution, stakeholder reviews, and production deployment activities. - Mentor offshore implementation teams and provide functional leadership. Qualifications - Strong expertise in Gainsight CS platform. - Hands-on experience with: - Cockpit - CTAs - Playbooks - Rules Engine - Journey Orchestrator - Success Plans - Customer Health Scoring - Reports & Dashboards - Strong understanding of Customer Success operations and lifecycle management. - Experience working with SaaS customer onboarding and adoption programs. - Strong stakeholder management and communication skills. - Experience leading enterprise-scale implementations. Preferred Qualifications - Gainsight Certifications preferred. - Salesforce CRM knowledge. - Experience with executive dashboarding and KPI reporting. - Knowledge of customer data models and customer success analytics. - Experience in enterprise customer success transformation initiatives. Location This is a remote position.