[Remote] Agentic Operations Architect
Note: The job is a remote job and is open to candidates in USA. Gusto provides payroll, health insurance, 401(k), and HR services to help grow the small business economy. The Agentic Operations Architect will own reusable capabilities, patterns, standards, and tooling for agentic service workflows, while influencing platform development and prioritizing automation opportunities. The role also establishes workflow metrics, quality safeguards, governance practices, and cross-functional alignment across Product, Engineering, Legal, Security, and Compliance.
Responsibilities
- Design the reusable patterns for agentic service workflows, orchestration, HITL protocols, override and escalation logic, quality safeguards, so builders assemble from proven components
- Set the standards builders work to, concrete enough to apply without you in the room
- Prototype workflows selectively: to validate a pattern, expose a gap, or unblock a hard problem, then extract the reusable part and hand it off
- Pull learnings from every build back into the shared patterns, so each one is faster and safer than the last
- Influence Product on what to build next: turn what's slowing builders down into specific, prioritized asks backed by evidence
- Prototype around gaps the platform doesn't cover yet, proving a capability is worth building before USP invests
- Be honest in both directions about the distance between what builders need and what exists
- Rank automation opportunities by volume, risk, and customer impact, mining SOPs, operational metrics, and interaction data, to determine what gets built and where builders go
- Work with Data to define how workflow performance gets measured, so every builder measures the same way
- Identify where there are processes which exist which should not be automated
- Bring what's at stake for customers into Legal, Security, Compliance, and platform reviews, so requirements land in the patterns instead of getting retrofitted per workflow
- Represent how the portfolio is performing to senior stakeholders, briefly, and in a way that drives action
Skills
- 8+ years in operations, product, or AI roles — with at least 2 years designing and deploying AI-assisted or agentic workflows in production
- Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations, including multi-agent coordination — conceptual familiarity is not sufficient at this level
- Strong fluency with LLM systems: prompt design, evaluation, and how models actually behave at scale
- Experience designing human-in-the-loop systems with clear escalation logic, override controls, and compliance-aware checkpoints
- Ability to define and diagnose workflow metrics — solve and assist rate, containment, escalation quality — and to tell a real regression from noise
- Proven track record influencing Product, Engineering, Legal, Security, and Compliance in writing, in design reviews, and in high-stakes forums
- Familiarity with Responsible AI practices, governance, and risk management in production
- Prior experience in a function being actively redefined — you have built the plane while flying it before
- Experience with RAG architectures and retrieval quality optimization
- Ability to assess whether underlying data structures, quality, and governance can support reliable agentic performance
- Experience in SaaS, fintech, or regulated environments where compliance constraints are real
- Exposure to AI governance or safety-oriented review processes
Benefits
- All full-time employees receive benefits and equity (RSUs)
Company Overview
Company H1B Sponsorship