Principal AI Architect, ASAPP
$230-240k
AI agents for enterprise contact centers
Be an early applicant
AI agents for enterprise contact centers
201-500 employees
Be an early applicant
$230-240k
201-500 employees
Company mission
To solve the toughest challenges in customer services with AI.
Role
Who you are
- 10+ years in enterprise technology, including 5+ years as a principal or lead architect, solutions leader, engineering director, or applied AI/ML lead
- Hands-on experience with LLMs, prompt engineering, and LLM application architecture; familiarity with conversational AI and speech
- A track record of owning technical outcomes on complex enterprise programs
- Excellent executive presence and communication, with the ability to explain technical ideas to both business and engineering audiences
- Good judgment about scope, including the confidence to tell a customer "not yet."
- A track record of publishing or presenting on applied AI, such as LinkedIn posts, a blog, a YouTube channel, or conference talks. A large following isn't required, but we're looking for someone who already shares what they learn publicly
Desirable
- Contact center tech, CCaaS, or CX technology experience
- Experience in a field CTO, office-of-the-CTO, or principal architect role at an AI, cloud, or data platform company
- Depth in one or more industries such as travel and hospitality, financial services, telecommunications, or insurance
What the job involves
- We are seeking a Principal AI Architect to be the senior technical voice our enterprise customers turn to as they plan how AI fits into their customer experience
- You will spend most of your time with customer technology leaders, helping them shape a practical, forward-looking path on ASAPP's platform. The rest of your time you'll spend inside our Delivery, Research, and Engineering teams, staying close to what we're building and what's working in production, and sharing that knowledge with our Customer-facing technology teams
- Serve as a trusted technical advisor to CTOs, CIOs, heads of CX technology, and enterprise architects at strategic prospects and customers
- Bring a clear point of view on where conversational and agentic AI is heading, and help customers decide what to adopt now, what to plan for, and what to skip
- Lead executive briefings, architecture discussions, and workshops alongside our account and solutions teams
- Shape and qualify custom requests, favoring solutions that become reusable product capabilities, and partner with Product and Delivery before making commitments
- Start with a structured onboarding rotation through our Delivery, Research, and Engineering teams, so you build hands-on knowledge of our platform and how we deploy it before taking on full account coverage
- Embed regularly with Delivery, Research, and Engineering, and turn what you learn into concise guidance that helps our Solution Engineers, and related technical field teams
- Bring customer needs back to Product and Engineering as clear, prioritized input
- Represent ASAPP externally through content, talks, and industry conversations
Our take
With around 70% of purchases driven by customer experience, call centers are an important part of many large companies' sales operations. But call centers have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call center agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-center market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as JetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company HQ
World Trade Center, New York, NY
Leadership
Priya joined ASAPP in 2022 as CTO, moving into the role of President of Technology in 2023, Interim CEO in 2024 and CEO in 2025. Prior to ASAPP, she spent 3 years at Microsoft as a VP of Data & AI and 2 years at IBM as CTO/VP of Applied AI.
Jo-Anne Sinclair
(CLO)Prior to joining ASAPP in 2016, Jo-Anne was an Attorney at Sereno Legal Service and an SVP of Legal at Nuance Communications. She was also on the General Counsel at ScanSoft for 5 years and Caere Corporation for 2 years.
Nirmal Mukhi
(Chief Architect)Nirmal joined ASAPP in 2021 as a Director of Machine Learning Infrastructure. Since then, he has held a number of roles and moved into the role of Chief Architect in 2025. Previously, he served as the CTO at TRANSFR and spent 19 years at IBM, joining as a Software Engineer before becoming a Solutions Portfolio Manager, Development Manager of IBM Watson Education, and Development Leader of Watson Education Platform.
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