Senior Customer Architect
Remote • Remote • Full Time - Remote
Posted 2mo ago
Job Location
Remote
Tech Stack
Remote Work Policy
Fully remote
Employment Type
Full Time - Remote
Categories
AI Engineer
About the job
Netomi is seeking a Senior Customer Architect to lead the technical strategy for their most complex enterprise accounts. This role involves owning the technical relationship from deal closure through to expanded, in-production value, focusing on agent architecture, integration blueprints, adoption roadmaps, and performance validation. You will be responsible for designing and implementing AI agent solutions at scale, ensuring they meet demanding security, compliance, and performance requirements across multi-brand and multi-region programs. The role requires deep technical credibility to guide design reviews, reason about AI agent behavior, and establish effective guardrails and evaluation strategies. Beyond individual account ownership, you will mentor other Customer Architects, contribute to playbook development, and represent the function in high-stakes engagements, aiming to make deployments prescriptive and repeatable.
Responsibilities
- Design end-to-end agent architecture across customer journeys and channels, including agent decomposition, escalation/handoff, and autonomous/human-in-the-loop division of work.
- Design integration blueprints against customer's technology stack (CRM, ticketing, telephony, identity, loyalty, order, payments, data platforms).
- Define guardrail, governance, and observability architecture, including enforcement, auditing, and compliance reporting.
- Set architecture and governance standards for the Agentic Deployment team and own quality sign-off before production deployment.
- Author and maintain Technical Success Plans per account, outlining current/target architecture, roadmap, and success metrics.
- Define and manage measurement models with customers (containment, resolution rate, CSAT, deflection economics, handle time, etc.).
- Conduct recurring technical business reviews with customer leadership.
- Own the technical expansion path for 'land-and-expand' strategies across different channels, intents, and regions.
- Identify and scope technical expansion opportunities honestly.
- Anticipate and plan for scalability challenges, such as peak-event volumes and system migrations.
- Hold the primary technical relationship with senior customer stakeholders (VP CX, Director of Contact Center Tech, EAs, security/compliance, CIO).
- Advise on program aspects beyond Netomi's direct ownership (knowledge base, policy clarity, agent operating model, org readiness).
- Deliver clear and early technical assessments and manage expectations accurately.
- Set architecture and quality standards for SI delivery partners.
- Certify and enable partner delivery teams to scale delivery.
- Maintain quality sign-off regardless of execution party.
- Contribute to vertical deployment blueprints (reference architecture, guardrails, evaluation, expansion).
- Develop prescriptive onboarding and day-2 playbooks from successful account implementations.
- Translate field observations into specific, evidenced product input for the product team.
- Act as a named internal voice for enterprise requirements (security, topology, model flexibility, auditability).
- Lead the technical side of escalations (quality regressions, integration failures, incidents).
- Drive root-cause analysis with Engineering and communicate findings to customers.
- Mentor Customer Architects on architecture, strategy, and stakeholder management.
Requirements
- Deep technical credibility in design reviews, execution trace analysis, and AI agent reasoning.
- Experience designing and implementing complex enterprise-level AI solutions.
- Proficiency in defining and implementing guardrails, governance, and observability for AI systems.
- Experience with customer success planning and defining technical roadmaps.
- Ability to define and manage technical metrics and measurement models.
- Experience advising senior technical and business stakeholders.
- Familiarity with common enterprise technology stacks (CRM, ticketing, telephony, identity, etc.).
- Experience working with or managing SI delivery partners.
- Ability to translate field observations into actionable product feedback.
- Experience leading technical escalations and incident response.