Agentic Operations Architect

Agentic Operations Architect

At Gusto, we're on a mission to grow the small business economy by handling the hard stuff—payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and their customers. As an Agentic Operations Architect, you will own the reusable capabilities that make agentic service workflows possible, the patterns, primitives, standards, and tooling that other builders across the org use to automate discrete customer problems.

Responsibilities:

• Build the patterns for agentic service workflows, orchestration, HITL protocols, override and escalation logic, quality safeguards
• 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
• Pull learnings from every build back into the shared patterns
• Influence Product on what to build next based on evidence
• Rank automation opportunities by volume, risk, and customer impact
• Work with Data to define how workflow performance gets measured
• Carry the quality stakes by bringing what's at stake for customers into Legal, Security, Compliance, and platform reviews

Requirements:

• 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
• 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
• Proven track record influencing Product, Engineering, Legal, Security, and Compliance
• Familiarity with Responsible AI practices, governance, and risk management in production
• Prior experience in a function being actively redefined

Salary: $168,420/yr to $210,525/yr in Denver & most major metro locations, and $197,895/yr to $247,369/yr for San Francisco & New York

How to Apply: Gusto Careers