Principal Technical Architect

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If this sounds right up your alley, please submit an application. We look forward to getting to know you!

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• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• Quartz ranked us the #1 best company for remote workers

You will be a core architect and developer on Workato's autonomous Customer Success agent initiative, a production-grade system that captures complete customer context to support reasoning, and compounds intelligence over time. You will own the agent and memory architecture, evals and learning loop, and autonomy framework that power this system.

This is a role for someone who builds agentic systemsto orchestrate LLMs into reliable, auditable, enterprise-grade agent architectures, and who can articulate that vision to a customer CIO and technical leaders as fluently as they can implement it in code.

Workato has a positive, diverse, and collaborative culture; we look for people who are curious, inventive, smart, hardworking, and who work to be a little better every day.

Responsibilities

AI Field Specialist

• Support as an expert AI architect in strategic enterprise engagements: roadmapping customer AI agent use cases and delivering technical deep-dives that demonstrate Workato's agentic capabilities.
• Lead architecture workshops with enterprise customers to define their AI automation strategy, including agent design, integration patterns, and governance frameworks.
• Advise customers on applied AI best practices: prompt engineering and agent orchestration patterns, evaluation and testing strategies for agent systems, confidence calibration, human-in-the-loop design, and continuous learning loops.
• Build reusable technical assets, such as reference architectures, solution blueprints, demonstration environments, and best-practice documentation, that enable the broader field team to position AI solutions.
• Develop and deliver technical collateral: architecture white papers, webinars, blog posts, conference talks, etc. that establish Workato's thought leadership in agentic automation.
• Partner with Product and Engineering to feed field insights back into the platform roadmap, ensuring customer-facing AI capabilities evolve based on real deployment patterns.
• Support global strategic accounts across the US, EMEA, and APAC geographies as needed for critical engagements.
• May require up to 20% global travel.

• Architect and implement core subsystems of the autonomous CS agent platform, including memory layers, the agent orchestration layer, and the decision trace architecture.
• Design and build a Customer Knowledge Graph as a structured, semantic network that models customers, users, policies, decisions, and operational artifacts as interconnected entities and relationships, enabling queryable representation of contextual states, and policy evaluations for governance, traceability, and decision optimization.
• Implement the confidence-based autonomy framework, including precedent matching, confidence scoring (precedent match, pattern recognition, data completeness, policy clarity), and policy-governed escalation routing.
• Define and design infrastructure architecture to ensure optimal performance and latency.
• Take scalable technology selection decisions.
• Establish evaluation frameworks: define metrics for decision quality, context accuracy, and learning velocity (autonomous threshold increases month over month).

Qualifications & Experience

• B.Tech/BE or higher in Computer Science, Engineering, or related field.

•

• Hands-on experience designing and building

: multi-step reasoning pipelines, tool-use orchestration, and autonomous execution frameworks.

• Working knowledge of

such as LangGraph, Claude Agent SDK, or equivalent. LangGraph experience with persisted state and human-in-the-loop patterns is strongly preferred.

• Experience with

: entity modeling, relationship extraction, graph querying, and using graph structures for contextual retrieval. Neo4j/NetworkX equivalent experience is a plus.

• Practical experience with

, vector databases, embedding strategies, and hybrid retrieval (vector + structured + graph).

• Understanding of

: building evals, measuring agent quality, confidence calibration, A/B testing of prompts/pipelines, and regression testing for non-deterministic outputs.

• Familiarity with

: structured prompting, chain-of-thought patterns, output parsing, retry/fallback strategies, and prompt versioning.

• Experience with

: tracing, token/cost monitoring, and latency profiling. Familiarity with Langfuse, LangSmith, Phoenix, or similar tools.

• Experience with

• Strong expertise in

: event-driven architectures, microservices orchestration, pub/sub messaging, and data synchronization.

• Deep working knowledge of

: RESTful, SOAP, webhooks, and data formats (JSON, XML).

• Experience with

(AWS, Azure, or GCP) and cloud-native services (Lambda/Functions, DynamoDB, Kafka/Kinesis, S3).

• Familiarity with enterprise applications: Salesforce, ServiceNow, SAP, Workday, NetSuite, or similar. Understanding how these systems participate in agentic workflows.
• Understanding of

• Background in

(Gainsight, ChurnZero) or CRM architecture.

• Prior experience in a

(Solutions Architect, Field CTO, Technical Account Manager, or Pre-Sales Engineer) at a SaaS or platform company.

• Contributions to

• Exceptional ability to

to diverse audiences: from engineering teams to C-level executives: adapting depth and vocabulary to the room.

• Strong

: able to listen to a customer's business problem, decompose it into architectural components, and propose a credible path forward in real-time.

• Entrepreneurial mindset with comfort operating in ambiguity: this role spans an internal build and an external advisory function, and requires someone who can context-switch and self-prioritize.
• Collaborative by default: able to work across Product, Engineering, Customer Success, Sales, and Marketing without needing formal authority.
• Excellent written communication: able to produce architecture documents, white papers, and technical briefs that are clear, precise, and persuasive.
• Fast learner who stays current with the rapidly evolving AI agent ecosystem and can distill emerging patterns into practical guidance.