Principal Customer Architect

About the Company

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case.

Responsibilities

• Design end-to-end agent architecture across customer journeys and channels including chat, email, voice, and SMS.
• Create integration blueprints for CRM and ticketing systems like Salesforce, Zendesk, and ServiceNow.
• Set guardrail, governance, and observability architecture to ensure compliance and risk management.
• Author Technical Success Plans including target-state architecture and success metrics like containment and CSAT.
• Identify technical expansion opportunities and anticipate scaling challenges like peak-event volumes.
• Act as a trusted technical advisor to senior stakeholders including VPs of CX and CIOs.
• Define architecture, governance, and quality standards for the entire Customer Architect function.
• Lead technical escalations and root-cause analysis for integration failures or quality regressions.

Requirements

• 12+ years in customer-facing technical roles such as solutions architecture or technical consulting.
• Proven track record of managing complex enterprise accounts at Fortune 500 scale.
• Deep technical ability to read code, API documentation, and reason about distributed systems.
• Working understanding of LLM-based systems including prompting, tool use, retrieval, and evaluation.
• Ability to move between high-level business conversations with CIOs and deep engineering discussions.
• Experience defining architecture standards or playbooks adopted at a company or functional level.

Preferred Qualifications

• Experience co-delivering through System Integrator (SI) partners.
• Background in CX, contact center (CCaaS), or conversational AI ecosystems.
• Domain expertise in verticals such as airlines, financial services, or retail.
• Familiarity with enterprise security standards like SOC 2, HIPAA, GDPR, or PCI.