Principal Customer Architect

Netomi
United States
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 12+ yearsSkills: ["Design judgment","Technical communication","Consultative problem-solving","Mentorship","Documentation"]

Own the technical arc for Netomi’s highest-stakes customer accounts, designing end-to-end agent architecture across channels and journeys. Create integration blueprints against enterprise stacks (CRM/ticketing, contact center, identity, payments, and data platforms), and define guardrails, governance, and observability for safe, compliant deployment. Lead technical success planning, drive land-and-expand adoption, partner with SI delivery teams, and set Customer Architect function standards, quality sign-off, and evaluation frameworks.

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FursaFursa
Netomi
Netomi
4 days ago

Principal Customer Architect

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Last checked: 5 hours agoStatus: Live

Job Summary

Own the technical arc for Netomi’s highest-stakes customer accounts, designing end-to-end agent architecture across channels and journeys. Create integration blueprints against enterprise stacks (CRM/ticketing, contact center, identity, payments, and data platforms), and define guardrails, governance, and observability for safe, compliant deployment. Lead technical success planning, drive land-and-expand adoption, partner with SI delivery teams, and set Customer Architect function standards, quality sign-off, and evaluation frameworks.
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 (chat, email, voice, SMS, in-app), including decomposition, escalation and handoff design, and human-in-the-loop/autonomous mode division.
  • •Create integration blueprints for enterprise stacks including CRM/ticketing (Salesforce, Zendesk, ServiceNow), telephony/contact center, identity, loyalty and reservations, order and payments, and the data platform.
  • •Define guardrail, governance, and observability architecture to ensure what agents must never do is enforced, audited, and visible to compliance/risk teams; own quality sign-off before production.
  • •Lead technical success planning per account (current vs target-state architecture, sequenced roadmap, and success metrics), run recurring technical business reviews, and drive land-and-expand technical expansion across new intents, lines of business, regions, and languages.
  • •Serve as trusted technical advisor for senior customer stakeholders, lead technical escalations and incident response, set Customer Architect function architecture/governance/quality standards, and mentor senior/staff Customer Architects.

Key Requirements

  • •12+ years in customer-facing technical roles (solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting) with ownership of post-sales technical outcomes.
  • •Recognized technical authority with proven ownership of the largest and most complex Fortune 500-scale enterprise accounts.
  • •Technical depth to read code and API documentation, reason about distributed systems and integration architecture, and debug failing data flows.
  • •Working understanding of LLM-based systems including prompting, tool use, retrieval, evaluation, guardrails, and failure modes.
  • •Experience defining architecture standards/methodologies/playbooks that were adopted beyond personal accounts; ability to influence product direction with structured field input.
Experience:12+ yearsEnterpriseContact centerConversational AIAgentic AILLM systems
Skills:Design judgmentTechnical communicationConsultative problem-solvingMentorshipDocumentation
Tech Stack:SalesforceZendeskServiceNowIVRVoiceCRMTicketingData platformLLM systemsPromptingTool useRetrievalEvaluationGuardrailsAPIs

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