Sr Agent Architect (Italy)

About the role

In the position of Sr Agent Architect at Parloa, you will serve as a solution architect for the deployment of enterprise AI Agents. Your focus will be on designing comprehensive system architectures that link Parloa's platform with complex enterprise systems, tackling integration challenges, and applying systems thinking to create dependable and scalable AI solutions for global clients.

You will also influence the conversational experience layer by utilizing prompt engineering and your understanding of large language models (LLMs) to convert customer needs into agent behaviors. The core responsibilities of this role center on architecture and integration, with opportunities to develop conversational design skills on the job.

Key facts

What you'll do

• Create end-to-end solution architectures for AI Agent implementations, detailing how Parloa's platform integrates with clients' enterprise systems such as CRMs, ERPs, ticketing systems, and contact center platforms.
• Develop and configure integrations using various integration platforms and APIs, employing systems thinking to address complex data flows across multiple systems.
• Collaborate with Forward Deployed Engineers on intricate or custom integration scenarios that exceed standard integration capabilities.
• Implement structured testing methodologies to verify architecture, integration reliability, and AI agent performance in real-world scenarios.
• Identify and resolve obstacles in collaboration with other departments at Parloa (e.g., Product, Solution Engineering, Sales) and the client.
• Define the scope of AI Agent deployments, offering strategic architectural guidance and execution support to clients and partners.
• your knowledge of LLM internals (e.g., embeddings) to interpret customer requirements and craft prompts for consistent, user-aligned agent behavior.
• Convert complex customer workflows into structured conversational components that LLMs can reliably execute.
• Refine conversational flows and voice outputs (e.g., SSML, Lexicons, Regex) to meet customer brand standards.
• Document best practices, how-to guides, and product capabilities for both internal and external audiences, showcasing the expertise of the Agent Architect team.

Requirements

• Minimum of 3 years in enterprise customer-facing roles, with a strong background in solution architecture, systems architecture, or enterprise integration.
• Solid systems thinking ability, demonstrated by a history of resolving complex technical challenges across various systems and data sources.
• Experience with large-scale SaaS implementations (CRMs, ERPs, contact center platforms, ticketing systems).
• Proficiency in REST API design, JSON/XML data formats, API testing tools (e.g., Postman), and API authentication methods (OAuth, API keys, JWT).
• Familiarity with reading and interpreting API documentation from enterprise SaaS platforms, including data transformation and field mapping logic.
• Strong analytical and critical thinking skills, with a focus on risk assessment and problem resolution.
• Excellent project and stakeholder management abilities, with a commitment to meeting deadlines and effective communication.
• An entrepreneurial mindset with a results-oriented approach and the capacity to recognize opportunities for impact.
• Capability to analyze customer requirements and translate them into LLM prompts and conversational flows, with attention to conversational nuances and A/B testing for agent performance.
• Prior experience in conversation design, prompt engineering (e.g., chain-of-thought, few-shot learning), or A/B testing is advantageous but not mandatory; training will be provided.
• Fluency in both Italian and English is essential.

Skills & tools

• Experience with system integration and architecture
• Proficient in API design and testing
• Familiar with conversational design principles
• Knowledge of LLMs and prompt engineering

Practical notes

• Visa sponsorship is not available for this position.
• Remote work is permitted within Italy.
• Benefits include a competitive salary and opportunities for professional development.

Talent Acquisition → Hiring Manager → Technical Interview(s) → Bar Raiser

Why Parloa?

At Parloa, we are pioneering a new phase in customer experience, where AI not only responds but also understands and acts. We are developing AI solutions that enterprises can rely on for their most critical customer interactions. Our goal is to redefine the standard of customer engagement, ensuring every conversation is intelligent and genuinely helpful. If you are interested in influencing how businesses and customers connect on a large scale, this is your chance to make an impact.

We value accountability and expect our team members to take ownership of their work. We thrive in a fast-paced environment where clear communication and solution-oriented thinking are essential. Our growth has been supported by top-tier global investors, and we aim to establish ourselves as the leading provider of enterprise-grade conversational AI.