Job Description

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Overview:
Our Culture and Impact
Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000+ employees and 24,000+ customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we're transforming the meetings and events industry through innovative technology that powers the human connection.
Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.
AI at Cvent: Leading the Future
Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we're committed to continuous learning and adaptation--AI isn't just a tool for us, it's part of our DNA. We're looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you'll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.
Throughout our interview process, you'll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you're excited to be part of a team that's leading the way in AI-powered collaboration, we'd love to meet you.
The Senior Manager, AI/Data Architecture & Integrations will be responsible for supporting the design, orchestration, and optimization of the data and process infrastructure that powers the autonomous customer journey for client services. This role combines strong technical engineering skills with a deep understanding of data structures, instrumentation, system integration, workflow automation, optimization, and user experience customization. You will drive cross-functional alignment by acting as the key liaison between Engineering, CDP, IT, and Tech PMO teams--ensuring seamless project execution, clear communication, and timely delivery of critical initiatives. This role reports to the Director of Client Services Operations.
In This Role, You Will:

• Data Architecture: Support the design, implementation, and maintenance of the data architecture underpinning client services platforms, ensuring data integrity, accessibility, and security across all customer touchpoints.
• Business Impact Measurement: Help define and track key metrics to measure the impact of data and process initiatives on business outcomes such as CSAT, onboarding speed, efficiency, and cost reduction.
• Instrumentation & Data Capture: Collaborate with engineering and product teams to ensure comprehensive instrumentation in the codebase, capturing all relevant client interaction and operational data for actionable insights.
• Process Orchestration & System Integration: Lead process orchestration initiatives, integrating and optimizing workflows across platforms such as Rudderstack, Salesforce, Gainsight, Avaamo, and Staircase AI. Demonstrate expertise in integrating systems so that user segmentation flows seamlessly from Customer Data Platform (CDP) to Product Experience (PX), enabling curated, personalized experiences at every step.
• AI/ML Solution Integration: Evaluate and help integrate AI-driven solutions for support automation, customer health scoring, and workflow optimization, driving continuous improvement in efficiency and customer outcomes.
• Data Modeling & Real-Time Insights: Develop and maintain scalable data models and pipelines that support real-time insights, proactive interventions, and personalized client experiences.
• Custom Design & Development: Utilize advanced HTML and Java skills to deliver custom design work, enabling tailored user interfaces and experiences as required by business needs.
• Technical Subject Matter Expertise: Serve as a technical subject matter expert for data structure, process automation, and AI adoption within Client Services, providing guidance to cross-functional teams.
• Best Practices & Governance: Support the establishment and enforcement of best practices for data governance, quality, and compliance in all client services operations.

Here's What You Need:

• Proven experience (10+ years) in data architecture, process automation, and technical roles, ideally within a SaaS or technology-driven client services environment.
• Advanced technical engineering and data science skills, including hands-on experience with data modeling, APIs, workflow automation, and AI/ML integration.
• Deep understanding of data structures, APIs, and instrumentation best practices.
• Demonstrated experience with modern client services, technology stacks, and AI platforms (e.g., chatbots, customer intelligence, workflow automation).
• Proven track record of implementing complicated integrations
• Strong proficiency in HTML and Java, with a track record of delivering custom design and user experience solutions.
• Proven ability to integrate systems to enable user segmentation and curated experiences from CDP to PX.
• Strong analytical, problem-solving, and process optimization abilities.
• Ability to translate business needs into scalable, high-impact technical solutions that deliver measurable ROI.
• Experience working with cross-functional teams and managing multi-stakeholder projects.
• Excellent communication and stakeholder management skills, with the ability to influence across the organization.

Skills Required