Director, Client Experience Systems Architecture

Key Responsibilities

• Design and oversee the holistic tech stack required to serve millions of clients and thousands of agents.
• You must intimately understand how CRM, telephony, ticketing, content/knowledge bases, and agent interfaces seamlessly integrate.
• Partner directly with R&D and Engineering to define how AI agents interact with internal APIs.
• Own the technical trade-offs of building in-house vs. buying third-party, and design the logic for agent routing, human handoffs, and escalations.
• Reimagine Information Architecture.
• Design a knowledge ecosystem optimized for machine retrieval (RAG, semantic search, vectorization) and build the evaluation frameworks (LLM-as-a-judge, human-in-the-loop) that eliminate hallucinations.
• Structure your team and intake processes to ruthlessly prioritize initiatives based on operational data.
• Bridge the gap between CX Operations and Engineering to ensure fast, agile delivery.
• Be the definitive voice on CX AI trade-offs.
• You don’t need to write the production code, but you must be able to draw the system architecture on a whiteboard, define the edge cases, and guide your managers through complex integrations.
• What You'll Bring: You can clearly articulate the capabilities and components a 2,000-agent organization needs.
• You hold your own with engineers and data scientists. 8–10+ years in CX systems, technical product management, and/or AI architecture.
• You have built teams, but you also dive into the weeds of process mapping and system design when the team is stuck.
• Deep, hands-on understanding of generative AI, RAG, prompt engineering, and Model Context Protocols (MCP).
• You know how to make AI take action securely.
• Strong familiarity with the third-party CX AI vendor landscape.
• You know the players, the hype, and the architectural trade-offs of using them.
• Why Wealthsimple? 🌸 Top-tier health benefits and life insurance 📈 Long-term group savings with employer match, through Wealthsimple for Business 🌴 20 vacation days, 4 wellness days
• unlimited sick and mental health days per year ✈️ 90 days away: work outside Canada for up to 90 days per year 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS
• Black at WS 🌎 We are a hybrid team with over 1,500 employees across North America.
• The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.
• ICYMI Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully.
• That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem.
• We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.
• Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well.
• We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
• Accessibility Statement: We're committed to an accessible hiring experience.
• If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need.
• We also welcome any feedback on how we can better accommodate candidates with accessibility needs.
• AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
• These tools assist our team but don't replace human judgment – all final hiring decisions are made by people.
• If you have questions about how your data is used, reach out to us.