Solutions Architect, AI Intake

Title: Solutions Architect, AI Intake Location: San Francisco (Hybrid); San Mateo, CA (Hybrid)

About This Opportunity

Every plaintiff firm's next case starts with a phone call. At Eve, more and more of those calls are answered by our AI voice agent, which qualifies potential clients and creates leads with no human in the loop. It is the only part of Eve that talks directly to a firm's future clients. When it's set up well, firms catch every lead. When it isn't, callers hang up and sign somewhere else. As an Intake AI Architect, you're the person who gets firms there. You own intake setup end to end, and the voice agent becomes your deepest specialty: barge-in and turn-taking, staying on script across long multi-branch flows, tool calls that don't leave the caller in dead air, and callers who go off script entirely. Today that knowledge lives in a few people's heads. We are hiring the person who owns it. You won't do it alone: you'll work hand in hand with Eve's dedicated Intake product and engineering team and can lean on them heavily. This is both a build role and a product one. You'll see every intake setup at Eve, which makes you the strongest voice on what's hard and what the platform should do next. It's a new role. You'll define as much as you execute, and shape how it grows.

Location and travel: On-site in San Francisco or San Mateo preferred, open to remote. Expect regular travel to client sites. If you're remote, plan on about one week a month in the Bay Area with the Intake team.

What You'll Do

• Own intake setup end to end. Map how leads actually reach the firm, then take it to "onboarding complete": the voice agent, phone system, lead sources, lead management and document systems, and scoring. The Customer Success Manager owns the account. You own whether the firm's intake works. Success is firms live and staying live, not configs shipped. No more firms disappearing mid-setup.
• Make the voice agent fit. Translate what the firm asks for into what it actually needs, configure the agent, take it live, and iterate on real calls until the firm is happy.
• Shape the product. Bring what you see across every firm back to product and engineering. You'll be the strongest voice on what gets built next for intake.
• Make firm requests disappear. Handle change requests fast, then fix the root cause in the product or the default templates so the next firm never has to ask.
• Help build how Eve evals voice agents. Turn the test calls and call reviews you'd run anyway into a repeatable process. With product and engineering, define what "the voice agent did the right thing" means for our hardest firms, and test it against model and platform upgrades, interruptions, off-script callers, and long flows.
• Be the expert others learn from. Write the runbooks and training that let Customer Success and our Legal AI Architects, who build custom AI agents for firms, run 80% of intake setups without you, so your time goes to the hardest firms and the product.

Problems You'll Take On

• A firm going live next week with a complicated transfer tree: take it from questionnaire to live calls and tune it until every transfer lands.
• A voice agent that fumbles existing clients calling for case updates: rework the call flow and prove it on real calls.
• Leads from a firm's referral partners that never reach Eve: trace the gap and close it.
• The call reviews you'd run anyway: turn them into a repeatable test set that catches problems before the firm does.

What You'll Work With

• Eve's voice agent platform: the prompts, configuration, and admin tooling that power every firm's voice agent
• Call recordings, transcripts, and lead data for every firm you support
• Eval tooling, including an internal Slack agent that builds and runs eval datasets, plus Braintrust
• Each firm's own stack: phone systems, web forms and chat, lead management systems like Lead Docket, document management

What We Are Looking For

• 3+ years of experience in intake, legal operations, implementation, or building with AI.
• You know intake from the inside. You've run or worked intake at a plaintiff firm or a similar high-volume, phone-first operation, or you've implemented intake systems for firms. You know the edge cases: the catastrophic-injury caller who needs a partner now, the existing client calling the intake line for a case update, the caller whose statute of limitations runs out next week, the conflict check before anyone promises anything.
• You test AI, or want to. You've written evals, test-call scripts, or regression checklists for an AI system, or you're eager to learn how. You'd rather prove the voice agent works than assume it does.
• You hear the real ask, then build it. An intake manager says "make the voice agent friendlier" and you figure out what they mean, explain the plan clearly, then configure it yourself.
• You're fearless with systems. Phone trees, call forwarding, CRMs, webhooks, admin portals. You're the one who gets on a screen share with a firm's phone vendor and figures it out, then writes it down so the next firm never needs the call

Nice to Haves

• Comfort with code. If you can contribute back to in-product tooling, build your own tools, or improve the voice agent platform itself, that's incredible
• Experience with voice AI platforms (Retell, Vapi, LiveKit, Twilio) or contact center tooling
• Hands-on experience with legal tech like Lead Docket, Litify, Filevine, or Clio
• Prior forward deployed, solutions engineering, or implementation work