Senior Agent Architect (UK)

About Northwind Robotics Northwind Robotics’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Northwind Roboticsns are shaping the foundation of a new era in customer experience - one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Northwind Robotics has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Northwind Robotics at scale. About the role: As a Senior Agent Architect at Northwind Robotics, you will play a key role in transforming customer service with AI Agents. In this customer-facing role, you will support the implementation of Northwind Robotics's solutions, enhancing customer experiences for clients and partners. Using your expertise in Large Language Models (LLMs), Prompt Engineering, NLP & NLU conversational design, and integration platforms, you will craft effective AI workflows and build connections to enterprise systems and ensure quality, performance, and end-to-end operational readiness. You will design, prototype, and validate conversational solutions for AI agent deployments, including the integration layer that connects Northwind Robotics's platform to customers' existing technology stacks, and guide customers and partners in maximising the value of Northwind Robotics's AI solutions. Areas of ownership: Scope and implement AI Agent deployments, providing strategic advice and execution support to customers and partners. Leverage your knowledge of LLM internals (e.g., embeddings) to analyze customer requirements and design precise prompts for reliable, user-aligned behavior. Simplify complex workflows and processes into digestible conversational components, enabling LLMs to handle challenging tasks effectively. Fine-tune conversational flows and voice output (e.g., SSML, Lexicons, Regex) to align with customer brand standards. Build and configure integrations between customers' systems and Northwind Robotics's Platform, connecting external tools (e.g., CRMs, ERPs, ticketing systems, contact center platforms) via integration platforms and APIs to deliver end-to-end enterprise solutions. Collaborate with Forward Deployed Engineers on complex or custom integration scenarios that go beyond standard integration capabilities. Identify and solve blockers together with other departments at Northwind Robotics (e.g. Product, Agent Integration Engineering, or Sales) and the customer. Apply structured testing approaches to validate AI agent behaviour, quality, and performance under real-world conditions. Document best practices, how-to guides, and product capabilities for internal and external audiences, representing the expertise of the Agent Architect team. Who you are: 3+ years of experience in enterprise customer-facing roles, with proven expertise in conversation design and AI agent development to create engaging and intuitive conversational experiences Ability to analyze customer requirements and craft LLM prompts that align with desired outcomes Entrepreneurial mindset with initiative, results orientation, and ability to identify opportunities for impact Proficiency with advanced prompting strategies such as chain-of-thought prompting, few-shot learning Strong project and stakeholder management skills, with passion for meeting milestones and effective communication Analytical and critical thinker with expertise in risk assessment, problem-solving, and strategy, plus solid knowledge of data structures, system integrations, and enterprise APIs Familiarity with API authentication patterns (OAuth, API keys, JWT), data transformation and field mapping logic Proficiency in REST API design, JSON/XML data structures, and API testing tools (Postman, etc.) Experience reading and consuming API documentation across enterprise SaaS platforms (CRMs, ERPs, contact center platforms) Exceptional attention to detail and logical thinking, with a proven ability to identify and address subtle nuances in conversational flows, ensuring a seamless and engaging user experience Familiarity with A/B testing methods to ensure AI agent performance at scale Excellent written and spoken English skills are required. Our Recruiting Process: Talent Acquisition → Hiring Manager → Technical Interview(s) → Bar Raiser Northwind Robotics is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Northwind Robotics is an e-verify employer in the USA. Please click here to learn more. \* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.