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Senior Customer Architect

1 month ago
United States
Full-time
Lead
Technical Account Manager
Customer and Technical Support
HIPAA Kubernetes LLM Microservices Salesforce
Apply Now
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 architectures across customer journeys and channels, including escalation, handoff, and human-in-the-loop workflows.
  • Design integration blueprints for customer systems such as CRM, ticketing, telephony, contact center, identity, loyalty, reservations, payments, and data platforms.
  • Define guardrail, governance, and observability architecture, including enforcement, auditability, and compliance visibility.
  • Own quality sign-off before deployments reach production and set the architecture standard for the Agentic Deployment team.
  • Author and maintain Technical Success Plans with current state, target state, roadmap, and success metrics for each account.
  • Define measurement models for outcomes such as containment, resolution rate, CSAT/DSAT, deflection economics, and cost per resolution.
  • Run recurring technical business reviews with customer leadership to review progress, risks, and next steps.
  • Own technical expansion across new channels, use cases, lines of business, regions, and languages.
  • Serve as the primary technical advisor to senior customer stakeholders, including executives, architects, and security and compliance leaders.
  • Lead escalations and incident response, including root-cause analysis and customer communication.
  • Mentor Customer Architects, develop playbooks, and drive prescriptive deployment standards across the practice.
  • Collaborate with Product by translating field observations into quantified enterprise requirements and feedback.

Requirements

  • 10+ years in customer-facing technical roles such as solutions architecture, technical account management, implementation architecture, forward-deployed engineering, or technical consulting.
  • Experience owning multiple concurrent enterprise accounts at Fortune 500 scale with senior technical stakeholders.
  • Strong technical depth in code, APIs, distributed systems, integration architecture, and debugging data flows.
  • Working understanding of LLM-based systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes.
  • Ability to move between executive business conversations and technical engineering discussions.
  • Consultative, prescriptive approach with a bias toward creating playbooks instead of one-off solutions.
  • Comfort with ambiguity and a habit of writing things down.
  • Experience mentoring or leading other architects or senior technical individual contributors.
  • Experience co-delivering through SI partners is preferred.
  • Background in CX, contact center, or conversational AI ecosystems such as CCaaS, CRM/ticketing, IVR, voice, or workforce management is preferred.
  • Depth in a core vertical such as airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail is preferred.
  • Familiarity with enterprise security and compliance frameworks such as SOC 2, HIPAA, GDPR, PCI, or ISO 27001 is preferred.
  • Experience designing evaluation frameworks or quality programs for non-deterministic systems is preferred.

Benefits

  • Competitive salary and compensation details may be discussed during the hiring process.
  • Work on enterprise-scale AI deployments with leading global brands.
  • Backed by WndrCo, Y Combinator, and Index Ventures.
  • Opportunity to work on a no-code platform in a fast-moving AI environment.
  • Equal opportunity employer committed to workplace diversity.
  • E-Verify participation for U.S.-based applicants requiring work authorization.

Interested in this position?

Apply directly on the company website

Apply Now

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