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Principal Customer Architect

1 month ago
United States
Full-time
Lead
Solutions Architect
Software Development
CRM HIPAA Salesforce
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Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised
View All Jobs 24

Description

  • Design end-to-end agent architecture across customer journeys and channels, including handoff, escalation, and human-in-the-loop workflows.
  • Design integration blueprints across CRM, ticketing, telephony, identity, loyalty, reservations, payments, and data platforms.
  • Define guardrail, governance, and observability architecture, including enforcement, auditability, and compliance visibility.
  • Own technical quality sign-off before deployments reach production.
  • Author and maintain account-level Technical Success Plans with current state, target state, roadmap, and success metrics.
  • Define and track customer measurement models such as containment, CSAT/DSAT, deflection economics, handle time, and cost per resolution.
  • Run recurring technical business reviews with customer leadership.
  • Own the technical expansion path across channels, use cases, regions, languages, and business lines.
  • Lead escalations, incident response, and root-cause analysis for quality regressions, integration failures, and peak-event issues.
  • Set function-wide architecture standards, reference architectures, evaluation frameworks, and playbooks, while mentoring other Customer Architects.

Requirements

  • 12+ years in customer-facing technical roles such as solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting.
  • Sustained ownership of post-sales technical outcomes.
  • Recognized technical authority who has owned large, complex enterprise accounts at Fortune 500 scale.
  • Strong technical depth in reading code and API documentation, distributed systems, integration architecture, and data-flow debugging.
  • Working understanding of LLM-based systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes.
  • Ability to move between executive business conversations and deep engineering discussions.
  • Comfort with ambiguity and a bias toward documenting work.
  • Track record of defining architecture standards, methodologies, or playbooks adopted beyond individual accounts.
  • Experience influencing product direction through structured, evidence-based field input.
  • Preferred: experience co-delivering through SI partners.
  • Preferred: background in CX, contact center, or conversational AI ecosystems such as CCaaS, CRM/ticketing, IVR, voice, or workforce management.
  • Preferred: depth in a core vertical such as airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail.
  • Preferred: familiarity with enterprise security and compliance frameworks such as SOC 2, HIPAA, GDPR, PCI, or ISO 27001.
  • Preferred: experience designing evaluation frameworks or quality programs for non-deterministic systems.

Benefits

  • No benefits were listed in the posting.
  • Equal opportunity employer committed to diversity in the workplace.
  • E-Verify participation for U.S.-based applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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