Job Description

About SysAid

SysAid is a global leader in AI-powered IT Service Management (ITSM), building smart platforms that automate IT support and help organizations work faster and smarter. Our solutions are trusted by thousands worldwide, making complex tasks simple, so IT teams can focus on what matters most.

In 2025, SysAid launched its Agentic AI platform — including over 100 pre-built AI agents and a self-service Agent Builder. We are now establishing an internal Agentic Center of Excellence (ACoE) to govern, accelerate, and scale autonomous AI across every function of the company. This is a chance to shape that journey from day one.

The Role

As AI Architect in the ACoE, you are the technical backbone of SysAid's internal agentic transformation. You will design and build the reference architectures, standards, and shared infrastructure that enable hundreds of AI agents to run reliably, safely, and at scale — across R&D, Sales, Customer Revenue, HR, Finance, and Marketing.

This is a hands-on, highly visible role. You will split your time between deep technical work (designing agent orchestration patterns, building cross-company automations, evaluating platforms) and enabling others (code reviews, technical mentorship of citizen developers, setting standards). You will report directly to the ACoE Lead and work closely with the CTO, BI, and Platform teams.

Key Responsibilities

Architecture & Standards

• Define and maintain SysAid's reference architectures for agent orchestration, tool permissions, memory models, inter-agent communication, and data boundaries
• Establish technical standards for agentic development — prompt engineering patterns, evaluation harnesses, testing frameworks, and shared agent templates
• Drive tooling standardization across SysAid in partnership with the CTO and CFO, and lead the annual vendor/platform review

Build & Enable

• Develop and maintain selected cross-company agentic solutions and automation workflows
• Build and maintain the shared infrastructure: monitoring integrations, KPI dashboards, the agent registry, and the ACoE knowledge base
• Conduct technical reviews and code reviews for agents before production deployment
• Serve as technical SME for citizen developers across all business units — unblocking, guiding, and reviewing their work

Governance Support

• Define and implement the pre-deployment evaluation harness and model card standards
• Support the AI Governance Officer (initially the ACoE Lead) with technical input on risk classification, incident response, and rollback planning
• Contribute to quarterly ethics audits for high-risk agents

Innovation

• Track the rapidly evolving agentic AI ecosystem and bring relevant insights and tools back into SysAid
• Co-author external technical content (whitepapers, conference presentations) to establish SysAid's technical thought leadership

Requirements

• 5+ years of experience in system architecture or enterprise platform engineering, with Proven experience designing and implementing technical governance frameworks in a large-scale or regulated environment.
• At least 2 years working with AI/ML systems in production
• Hands-on experience building LLM-powered applications or autonomous agents
• Solid understanding of agentic patterns: tool use, RAG, memory models, multi-agent orchestration, HITL design
• Experience with prompt engineering, evaluation frameworks, and LLM observability/monitoring
• Ability to translate business requirements into scalable technical architectures — and then actually build them
• Clear communicator who can work across technical and non-technical stakeholders
• Experience with Claude Code / Cowork, Base44, or other Anthropic/OpenAI tooling

Nice to Have

• Background in ITSM, enterprise SaaS, or platform engineering
• Experience building internal developer tools or enabling non-developer builders
• Familiarity with AI governance frameworks (NIST AI RMF, ISO 42001, IMDA)