Primis
Solutions Architect
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Solutions Architect – AI Customer Service Agents (Sierra AI or similar)
Remote UK
Contract 6-12 months
£600 - £650 per day
Build the AI agents that customers actually talk to.
We're working with a leading UK brand that is transforming its customer service with AI agents across chat and voice. They're looking for a hands-on Solutions Architect to design, build and scale those agents, connecting them to real systems so they don't just answer questions, they get things done.
What you'll be doing
- Designing end-to-end AI agent solutions on Sierra AI (or a similar platform) across chat, voice and messaging
- Mapping customer journeys and deciding what the AI handles, and when it hands over to a person
- Integrating agents with CRM, order management, billing, knowledge bases and telephony through APIs
- Leading delivery from proof of concept to live production, working with CX, engineering, security and the platform vendor
- Building testing and evaluation frameworks, and improving performance using resolution rate, CSAT and handover metrics
- Setting guardrails for safe, compliant, on-brand AI conversations
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What you'll bring
- Hands-on experience building AI customer service agents on Sierra AI, or platforms such as Decagon, Intercom Fin, Ada, PolyAI, Cognigy, Kore.ai, Salesforce Agentforce, Google Dialogflow CX / CCAI or Amazon Lex / Connect
- A strong solution architecture background: APIs, integrations, authentication and enterprise systems
- Experience with CRM and contact centre platforms (Salesforce, Zendesk, Genesys, Twilio or similar)
- A good understanding of LLMs and agentic AI: RAG, tool calling, prompt design, evaluation and guardrails
- A track record of taking AI or automation from pilot to production
- Confidence explaining technical choices to non-technical stakeholders
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Nice to have
- Voice AI or IVR replacement experience
- Python or JavaScript/TypeScript
- Experience in a regulated industry (financial services, insurance, telecoms)
Why apply?
You'll be at the forefront of one of the fastest-moving areas in AI, shaping how a major brand serves its customers, with real impact and visibility from day one.
Interested? Apply now or message me directly for a confidential chat.
Chelsey Bateman, Primis Talent · chelsey.bateman@primis-talent.com
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