AI Architect

Summary

Do you love turning a tangle of competing product architectures into one coherent, secure platform? Smart Communications is bringing authentication and access control together across our entire Conversation Cloud™ suite, and we need an architect who can lead that from design through to delivery - and then help shape where AI takes our platform next.

About Smart Communications

Smart Communications is a leading customer engagement technology provider for regulated industries. The company helps organizations simplify the complex interactions that shape people’s lives by enabling more connected, personalized, and trusted customer engagement. Its Customer Engagement Platform brings together data collection, customer communications, journey orchestration, trusted AI, and information management to help organizations create seamless experiences across the customer lifecycle. By connecting the systems, processes, and interactions that drive critical business outcomes, Smart Communications enables organizations to improve customer experience, increase operational efficiency, strengthen compliance, and build trust at every touchpoint. More than 700 enterprises worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, rely on Smart Communications to power engagement in regulated environments. With more than 30 pre-built integrations to leading enterprise platforms including Salesforce, AWS, Guidewire, Duck Creek, OneSpan, and Pega, Smart Communications powers more than 60 billion mission-critical customer interactions each year. To learn more, visit smartcommunications.com.

Who are you?

• You consider yourself an architect, but your real skill is bringing order to complexity — you can look across several products built at different times by different teams and design the single, coherent model that should have been there all along.
• Your first assignment will be to architect cross-product authentication and harmonise role‑based access control (RBAC) across the Smart Communications product suite, so permissions and identity work consistently everywhere a customer touches our platform.
• Although the role is titled AI Architect, this first piece of work is deliberately foundational - secure, consistent identity and access underpin everything we build next, including the AI‑driven capabilities this role will go on to shape.
• You're a recognised technical expert who understands how our major systems interact to deliver our product to customers, and you're comfortable being the one who sets technical direction rather than waiting to be told it.
• You're highly aware of security considerations, both for our product and for our customers, and you bring that awareness into every design decision around identity and access.
• You can present and defend an architecture to engineers, security, and other business functions alike, adapting your communication style to the audience in the room.
• You listen, explain and inspire to take teams with you on architecture decision – leading, not dictating.
• You keep on top of developments in the wider industry — including the fast‑moving AI landscape — and you're able to evaluate new tools and approaches on their merits, building a business case where one is needed.

The responsibilities of the role include:

• Architect a unified, cross-product authentication and identity strategy spanning Smart Communications products
• Design and harmonise role‑based access control (RBAC) models so permissions behave consistently across the Conversation Cloud™ suite
• Partner with security, platform and product teams to define the target architecture and a realistic migration path from today's state
• Produce architecture designs, decision records and technical roadmaps that other engineering teams can build from
• Provide technical leadership and mentoring to engineers implementing the auth/RBAC work
• Present architectural decisions and trade‑offs clearly to both technical and non-technical stakeholders
• As the role matures, help define and architect how AI capabilities are introduced into the Conversation Cloud™ platform

What we’re looking for?

Must have skills/experience:

• Proven experience designing authentication and authorisation systems (e.g. OAuth2, OIDC, SAML) and RBAC/ABAC models at scale
• Experience architecting solutions that span multiple products or services within a SaaS environment
• Strong knowledge of identity and access management security best practice
• Ability to communicate architecture clearly to engineers and to other business functions
• A track record operating at a senior/principal architect level, setting technical direction rather than just following it

Advantageous skills/experience:

• Experience integrating AI/ML capabilities into enterprise products
• Java and/or Python
• AWS
• Docker / Kubernetes
• Experience with enterprise SaaS platforms such as SmartCOMM™, SmartIQ™ or SmartDX™, or comparable products
• Agile / Scrum

We look for the following SMART values in everyone we hire at Smart Communications:

• S peak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
• M ake a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
• A gile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
• R esults‑Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
• T eamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!

What’s the deal?

We will provide you with the tools, equipment and support to give you the best possible chance of success and over‑achieving your goals. Salary will depend on your experience and will be highly competitive.

In addition to a friendly and fun working environment, we provide a range of other benefits, including extensive health insurance, income protection, life assurance, subsidised gym membership, leisure travel insurance, pension contribution and 25 days’ holiday allowance plus an additional day off for your birthday!

Located in Covent Garden, our offices are comfortable, flexible, and are always stocked with free beverages and fresh fruit.

This role is remote with occasional visits to the office as required.

Please note we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

To learn more about Smart Communications visit:

https://www.smartcommunications.com/

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