Intellisoft Technologies Inc.

Job Role : AI Automation Architect Location : Raleigh, NC (hybrid - At least 3 days a week in office) Job type : fulltime AI Automation Lead Technology Lead Junior Architect Function Digital Transformation / AI & Automation Reports To Delivery Manager Manages AI Automation Engineers (2-5 FTEs, growing) Experience 7-12 Years (3+ in automation architecture) Domain Focus Customer Service HR Payroll Marketing Platform Aisera Agentic AI (trained on-the-job; prior flow/automation leadership experience required) Engagement Type Architecture & Tech delivery Governance ABOUT THE ROLE The AI Automation Lead is a senior practitioner and team anchor for our Aisera-powered automation delivery across various department like Customer Service, HR, and Payroll. You will own both the technical quality of what gets built and the team capability to build it - functioning as flow architect, delivery manager, and people leader simultaneously. You will set the automation standards, govern flow design patterns, define integration approaches, own client-facing requirement workshops, and mentor a growing team of engineers. You will work directly with business stakeholders to convert ambiguous operational challenges into well-scoped automation programs, and with the engineering team to ensure those programs are delivered with consistency, reliability, and scale in mind. This is not a role for someone who wants to step away from the craft. You are expected to be hands-on in complex or novel flow design while leading the team through delivery. Deep Aisera knowledge is not required on day one - but deep automation fluency and the ability to ramp on a new platform quickly are non-negotiable. Job Description:- WHAT YOU WILL DO Strategy & Program Design • Own the end-to-end automation program across Customer Service, HR, and Payroll - from use case discovery and prioritization through delivery, adoption, and continuous improvement. • Lead automation discovery workshops with business stakeholders (HR Directors, CS Ops leads, Payroll Managers) to identify automation candidates, size effort, and define success metrics. • Define and maintain an automation backlog and roadmap: prioritize use cases based on ROI, complexity, data readiness, and system integration feasibility. • Establish flow design standards, naming conventions, error handling patterns, and governance frameworks that all team members follow consistently. Technical Architecture & Flow Design • Architect multi-step, multi-agent automation solutions: decide when to use Hyperflows vs. structured AI Workflow Builder flows, how to chain agents, and where to inject human-in-the-loop controls. • Design integration architectures: map out system-of-record dependencies (Workday, SAP, ServiceNow, Salesforce, payroll platforms), define API call patterns, and manage connection governance. • Step in directly on complex flow builds - particularly novel integrations, multi-conditional orchestrations, or flows with regulatory sensitivity (payroll compliance, HR data privacy). • Review and approve all flows before they move to UAT - check for logic completeness, error handling, performance edge cases, and security/compliance alignment. • Ensure all automation flows comply with TRAPS principles - particularly around data privacy (PII handling in HR/Payroll flows), auditability, and access control. Team Leadership & Mentoring • Directly manage a team of 2-5 AI Automation Engineers - assign work, run sprint planning, unblock delivery issues, and own team velocity. • Mentor engineers on flow design principles, API integration patterns, conversational AI design, and platform-specific best practices on Aisera. • Conduct structured code and flow reviews - not just checking correctness, but building engineers" fluency and design maturity over time. • Run or contribute to team onboarding for new engineers joining the automation practice. Stakeholder Management & Governance • Act as the primary point of escalation for delivery issues, integration blockers, and scope changes - communicate clearly to business and technology stakeholders. • Own automation reporting: track flow performance (auto-resolution rates, ticket deflection, cycle time reduction), surface insights from Aisera Analytics, and present outcomes to leadership. • Work with platform and vendor teams (Aisera/Automation Anywhere) on roadmap alignment, escalating platform limitations, and participating in product advisory engagements. • Maintain a risk register for automation programs - identify fragile integrations, business rule drift, and data quality issues before they cause production failures. WHAT YOU BRING Automation Leadership & Architecture (Must Have) • 7+ years in automation, digital transformation, or enterprise application delivery, with at least 3 years in a technical lead or architect role owning end-to-end automation programs. • Deep hands-on experience with one or more enterprise automation/workflow platforms: ServiceNow Flow Designer / Virtual Agent, Microsoft Power Platform (Power Automate + Copilot Studio), UiPath / Automation Anywhere with orchestrator-level exposure, Salesforce Flow / Agentforce, Pega / Appian / Camunda, or comparable enterprise platforms. • Experience designing and governing conversational AI or virtual agent platforms at scale - including intent taxonomy design, NLP tuning, agent handoff logic, and knowledge management. • Strong API integration architecture experience: RESTful service design, OAuth patterns, webhook orchestration, error handling, and retry strategy for enterprise integrations. • Demonstrated ability to run delivery programs end-to-end: scope definition, effort estimation, sprint planning, risk management, and stakeholder communication. Domain Experience (Strongly Preferred) • Delivered automation in at least two of the three target domains (Customer Service, HR, Payroll) - you understand the business language, data sensitivities, and regulatory considerations in these areas. • Familiarity with common system-of-record platforms: Workday or SuccessFactors (HR), ADP / Ceridian / UKG (Payroll), Salesforce / Zendesk / Genesys (Customer Service), ServiceNow (ITSM/ESM). Soft Skills • People leader who builds capability - you invest in your team"s growth, not just in getting the current sprint done. • Executive-level communication: able to present automation outcomes, ROI, and strategic roadmaps to senior business stakeholders without losing credibility with technical audiences. • Strong structured thinking: can decompose an ambiguous business problem into a well-scoped, deliverable automation program. • Opinionated on quality: willing to push back on shortcuts that compromise reliability, maintainability, or security in production flows.