AI Agent Architect, Customer Experience

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About this role

AI Agent Architect, Customer Experience Remote - US Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done. Join Airtable as an CX AI Architect and own the technical foundation that powers our AI-native customer support experience. You'll design and optimize how our AI agents reason, retrieve, decide, and act-architecting the knowledge systems, decision logic, and guardrails that enable reliable, scalable AI resolution at scale. This role requires deep fluency in how large language models work, hands-on experience with AI agent architectures, and the ability to partner closely with Engineering on production systems. What you'll do - Own Agent retrieval accuracy and relevance . Architect the knowledge systems that enable AI agents to surface the right answer on the first try. Measure and improve retrieval precision, contextual relevance, and hallucination rates. - Drive automated resolution rates . Build the decision frameworks that allow agents to take confident actions. What APIs do agents need to access? When can they make account modifications? You're accountable for encoding business logic into auditable, predictable systems that resolve issues without human intervention. - Manage AI safety and trust. Establish the guardrails that keep resolution rates high while failure rates stay low. You're responsible for what the agent doesn't do wrong: edge cases caught, prompt injection blocked, unintended behaviors prevented. - Own the feedback loop. Monitor the

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