Senior Customer Architect

Netomi
United States
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Design review credibility","Consultative and prescriptive communication","Mentoring","Governance and quality ownership","Root-cause analysis communication"]

Own the technical arc for Netomi’s most complex enterprise accounts, designing end-to-end agent architecture and integration blueprints across channels. Build technical success plans with measurable outcomes, run technical business reviews, and drive adoption from early use cases to expansion across regions, languages, and new intents. Establish guardrails, governance, and observability, lead escalation and incident response, and mentor Customer Architects while standardizing repeatable playbooks and reference architectures.

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FursaFursa
Netomi
Netomi
4 days ago

Senior Customer Architect

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Last checked: 5 hours agoStatus: Live

Job Summary

Own the technical arc for Netomi’s most complex enterprise accounts, designing end-to-end agent architecture and integration blueprints across channels. Build technical success plans with measurable outcomes, run technical business reviews, and drive adoption from early use cases to expansion across regions, languages, and new intents. Establish guardrails, governance, and observability, lead escalation and incident response, and mentor Customer Architects while standardizing repeatable playbooks and reference architectures.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Design end-to-end agent architecture across customer journeys and channels, including escalation and handoff design.
  • •Create integration blueprints against the customer’s stack, including CRM/ticketing, contact center, identity, and order/payment systems.
  • •Define guardrail, governance, and observability architecture to enforce what the agent must never do and ensure compliance visibility.
  • •Author and maintain technical success plans per account, including target-state architecture, roadmap sequencing, and success metrics; run technical business reviews.
  • •Lead technical escalations and incident response, drive root-cause analysis, and mentor Customer Architects while producing vertical prescriptive playbooks and reference architectures.

Key Requirements

  • •10+ years in customer-facing technical roles (solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting) with sustained post-sales ownership.
  • •Own multiple concurrent Fortune 500 enterprise accounts, spanning brands, regions, or lines of business, with responsibility for technical outcomes.
  • •Demonstrate genuine technical depth across distributed systems and integration architecture, including debugging failing data flows.
  • •Have working understanding of LLM-based systems (prompting, tool use, retrieval, evaluation, guardrails, and failure modes).
  • •Track record mentoring or leading other architects or senior technical ICs, formally or informally, and raising quality standards.
Experience:10+ yearsEnterpriseFortune 500CCaaSConversational AIAgentic AI
Skills:Design review credibilityConsultative and prescriptive communicationMentoringGovernance and quality ownershipRoot-cause analysis communication
Tech Stack:SalesforceZendeskServiceNowTelephonyContact centerCRMTicketingIdentityLoyaltyReservationsOrder systemsPaymentsData platformLLMPromptingTool useRetrievalEvaluationGuardrailsSOC 2

Company Brief

Netomi
Provides an AI-powered customer service platform that automates conversational support across channels, using natural language understanding and automation to resolve customer issues, reduce contact center volume, and improve agent productivity.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
WebsiteLinkedIn