Senior Customer Architect

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
• Establish guardrail, governance, and observability architecture to ensure compliance and risk management
• Author Technical Success Plans including target-state architecture and success metrics
• Define measurement models for containment, resolution rate, CSAT, and deflection economics
• Manage technical expansion paths for land-and-expand strategies across new intents and regions
• Act as a trusted technical advisor to senior stakeholders including VPs of CX and CIOs
• Set architecture standards for SI delivery partners and certify their delivery teams
• Translate field observations into quantified product requirements for engineering teams
• Lead technical escalations, root-cause analysis, and incident response during peak events
• Mentor Customer Architects and develop prescriptive deployment playbooks for specific verticals

Requirements

• 10+ years in customer-facing technical roles such as solutions architecture or technical consulting
• Proven ownership of multiple concurrent Fortune 500 enterprise accounts
• 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 communicate effectively with both CIOs and principal engineers
• Experience mentoring or leading other architects or senior technical individual contributors

Preferred Qualifications

• Experience co-delivering through System Integrator (SI) partners
• Background in CX, contact center (CCaaS), or conversational AI ecosystems
• Domain expertise in airlines, media, gaming, financial services, or retail industries
• Familiarity with enterprise security standards like SOC 2, HIPAA, GDPR, or PCI
• Experience designing evaluation frameworks for non-deterministic systems

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, and United to enable agentic automation at scale across the entire customer journey.