Senior Solutions Architect, Customer Service Platform

Department: CSR

Employment Type: Full Time

Location: Pittsburgh, PA

Compensation: $130,000 - $150,000 / year

Description

About The RoleWe are seeking a Senior Solutions Architect, Customer Service Platform to lead the technical execution and AI transformation of our customer service capabilities across our gifting products and solutions, including PerfectGift.com and other products. This is a hands-on individual contributor role focused on modernizing our customer service platform - particularly Twilio and related CCaaS technologies - and embedding AI into every customer interaction. The role partners closely with our Director of CSR, who continues to lead Customer Service operations and the team.

The successful candidate will execute on platform modernization and AI implementation as a foundational pillar of our customer experience. Partnering with leadership across Customer Service, Product, Engineering, and Operations, this Architect will translate Twilio capabilities, AI tooling, and customer insights into measurable improvements in service quality, efficiency, and customer satisfaction.

This is a 5-day onsite role in Pittsburgh, PA.

Responsibilities

• Own the technical execution of our customer service platform, leveraging Twilio and related CCaaS technologies to modernize channels, workflows, and agent tooling.
• Deploy AI across the service journey - including intelligent self-service, conversational AI, agent copilots, and automated quality monitoring - to improve resolution rates, reduce cost-to-serve, and elevate customer experience.
• Partner closely with the Director of CSR to translate operational needs and service insights into platform and AI solutions that improve frontline performance.
• Collaborate with Product, Engineering, and Data leaders to integrate customer service systems with the broader product and data ecosystem, ensuring seamless execution of AI and platform initiatives.
• Establish technical standards, integration patterns, and measurement frameworks for AI and Twilio implementations, ensuring reliability, scalability, and responsible AI use.

Impact StatementFor more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days.:

• Deliver a technical execution plan for Customer Service modernization, including a Twilio platform roadmap and at least three prioritized AI use cases (e.g., intelligent self-service, agent copilots, automated QA) with defined business cases and KPIs endorsed by the executive team.
• Launch at least two AI- or Twilio-powered initiatives in production - measured by improvements in CSAT, first-contact resolution, average handle time, or cost-to-serve against agreed baselines.
• Establish technical reporting and AI performance dashboards in partnership with the Director of CSR, with at least three platform or AI-driven improvements shipped within the first 120 days.

Qualifications

• 10+ years of hands-on experience in customer service technology, contact center platforms, or related technical roles, with deep expertise in Twilio and modern CCaaS platforms (configuration, integration, and architecture).
• Demonstrated experience deploying AI in a customer service or customer experience context - such as conversational AI, intelligent self-service, agent assist tools, or AI-driven quality monitoring.
• Strong technical fluency in API integrations, automation workflows, and data pipelines that connect customer service systems with broader product and data infrastructure.
• Proven track record of executing technical initiatives in a consumer-facing business (ideally e-commerce, retail, or digital products), with measurable improvements in service KPIs.
• Strong collaboration and communication skills, with the ability to partner effectively with non-technical operations leaders and translate business needs into technical solutions.
• Bachelor's degree required; technical field (Computer Science, Engineering, or related) preferred.

Compensation, Benefits, and Perks

Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:

• Restricted Stock Units (RSUs)
• Profit Share and/or Incentive Bonus
• Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
• Short-Term Disability Insurance (Wolfe pays 100% of premium)
• Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
• PTO (vacation and sick time)
• Corporate Holidays and Floating Holidays
• 401(k)
• Employee recognition program
• Charitable Donation to a charity of your choice yearly
• Employee Referral Bonus
• Tuition Reimbursement
• Internal Training and Information sessions
• Family Picnic, Holiday Party, and other outings
• Internal Culture Club