Wealthsimple

2 weeks ago

Director, Client Experience Systems Architecture

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Architect the technology that powers exceptional, large-scale customer experiences across millions of clients and thousands of agents. Lead Systems Design, Knowledge & Content, and AI Experiences by designing the platform ecosystem, intelligence layer, and data infrastructure. Partner with R&D and Engineering to define how AI agents use internal APIs, design routing and handoffs, and build a machine-retrieval knowledge ecosystem using RAG and LLM evaluation frameworks to reduce hallucinations.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Architecture & Urban Planning

Seniority: Director level

Key Responsibilities

•Design and oversee the holistic CX tech stack for integrating CRM, telephony, ticketing, content/knowledge bases, and agent interfaces.
•Partner with R&D and Engineering to define how AI agents interact with internal APIs, including routing, human handoffs, and escalations.
•Reimagine information architecture by building a retrieval-optimized knowledge ecosystem using RAG, semantic search, and vectorization.
•Create evaluation frameworks (LLM-as-a-judge, human-in-the-loop) to reduce hallucinations.
•Lead team structure and intake processes to prioritize initiatives using operational data and bridge CX Operations with Engineering for agile delivery.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid LeaveRemote Work

Key Requirements

•8–10+ years in CX systems, technical product management, and/or AI architecture.
•Deep, hands-on understanding of generative AI, RAG, prompt engineering, and Model Context Protocols (MCP).
•Ability to articulate the capabilities/components needed for a 2,000-agent organization and collaborate with engineers and data scientists.
•Strong familiarity with the third-party CX AI vendor landscape and its architectural trade-offs.
•Experience building teams and diving into process mapping and system design when the team is stuck.

Experience:8-10 yearsCustomer experience (CX) systemsGenerative AILLM evaluationAI architecture

Skills:System designProcess mappingTechnical communicationPartnershipPrioritization

Tech Stack:APIsLLM-as-a-judgeLLMsRAGSemantic searchVectorizationPrompt engineeringModel Context Protocols (MCP)CRMTelephonyTicketingContent/knowledge bases

Company Brief

Wealthsimple

Wealthsimple is a Canadian fintech offering automated investing, savings, tax filing, crypto trading, and cash accounts with a focus on low-cost, user-friendly financial services for retail customers.

Industry: Wealth Management

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Headquarters: Toronto, Canada

Founded: 2014

Website LinkedIn

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Wealthsimple

2 weeks ago

Director, Client Experience Systems Architecture

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Architecture & Urban Planning

Seniority: Director level

Key Responsibilities

•Design and oversee the holistic CX tech stack for integrating CRM, telephony, ticketing, content/knowledge bases, and agent interfaces.
•Partner with R&D and Engineering to define how AI agents interact with internal APIs, including routing, human handoffs, and escalations.
•Reimagine information architecture by building a retrieval-optimized knowledge ecosystem using RAG, semantic search, and vectorization.
•Create evaluation frameworks (LLM-as-a-judge, human-in-the-loop) to reduce hallucinations.
•Lead team structure and intake processes to prioritize initiatives using operational data and bridge CX Operations with Engineering for agile delivery.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid LeaveRemote Work

Key Requirements

•8–10+ years in CX systems, technical product management, and/or AI architecture.
•Deep, hands-on understanding of generative AI, RAG, prompt engineering, and Model Context Protocols (MCP).
•Ability to articulate the capabilities/components needed for a 2,000-agent organization and collaborate with engineers and data scientists.
•Strong familiarity with the third-party CX AI vendor landscape and its architectural trade-offs.
•Experience building teams and diving into process mapping and system design when the team is stuck.

Experience:8-10 yearsCustomer experience (CX) systemsGenerative AILLM evaluationAI architecture

Skills:System designProcess mappingTechnical communicationPartnershipPrioritization

Tech Stack:APIsLLM-as-a-judgeLLMsRAGSemantic searchVectorizationPrompt engineeringModel Context Protocols (MCP)CRMTelephonyTicketingContent/knowledge bases

Company Brief

Wealthsimple

Industry: Wealth Management

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Headquarters: Toronto, Canada

Founded: 2014

Website LinkedIn