Principal Customer Architect

🕒 Agosto 17

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

🏛️ Arquiteto

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Netomi

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

💰 $30.000.000 Series B em 2021-11

Consulting • Logistics • Marketing

Netomi é uma empresa especializada em fornecer soluções de experiência do cliente impulsionadas por IA. Sua plataforma, chamada Agentic OS, foi projetada para atendimento ao cliente em escala enterprise e se integra de forma transparente aos sistemas de negócios existentes. As soluções da Netomi aproveitam IA generativa e modelos de linguagem de grande porte (LLMs) para automatizar mais de 80% das solicitações de clientes, elevar a satisfação do cliente e reduzir os custos de suporte. A Netomi é confiada por marcas globais de diversos setores, oferecendo um atendimento ao cliente seguro, proativo e preditivo por meio de suporte omnichannel, incluindo e-mail, chat, messaging, SMS, redes sociais, busca e voz. A empresa assegura conformidade com rigorosos padrões de segurança e regulamentações de proteção de dados.

Descrição

• Design end-to-end agent architecture across customer journeys and channels, including decomposition, escalation, handoffs, and human-in-the-loop modes • Design integration blueprints for CRM, ticketing, telephony, contact center, identity, loyalty, reservations, order, payment, and data systems • Define guardrails, governance, observability, auditability, compliance, and risk architecture • Set architecture and governance standards for the Agentic Deployment team and own production quality sign-off • Author and maintain Technical Success Plans, target-state architectures, roadmaps, and success metrics • Define measurement models covering containment, resolution rate, CSAT/DSAT, deflection economics, handle time, escalation quality, and cost per resolution • Run recurring technical business reviews with customer leadership • Own technical expansion paths across channels, intents, business lines, regions, and languages • Identify and qualify technical expansion opportunities and anticipate scale, policy, and system-migration challenges • Serve as the primary technical advisor to senior customer stakeholders, including CX, contact center technology, architecture, security, compliance, and CIO leaders • Set architecture and quality standards for SI delivery partners; certify and enable partner teams • Contribute to vertical deployment blueprints and organization-wide onboarding and day-2 playbooks • Translate field observations into quantified product input and represent enterprise requirements internally • Lead technical escalations, incidents, and root-cause analysis with Engineering • Define Customer Architect standards, own complex technical problems, mentor architects, and shape platform direction

🎯 Requisitos

• 12+ years in customer-facing technical roles, including sustained ownership of post-sales technical outcomes • Recognized technical authority with ownership of complex Fortune 500-scale enterprise accounts • Ability to read code and API documentation, reason about distributed systems and integration architecture, debug data flows, and work with principal engineers • Working understanding of LLM systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes • Consultative and prescriptive approach; builds playbooks rather than one-off solutions • Ability to communicate with both CIO-level stakeholders and engineering audiences • Comfort with ambiguity and a bias toward documenting decisions • Track record defining architecture standards, methodologies, or playbooks adopted across a practice, function, or company • Experience influencing product direction at an enterprise software company through structured field input • Preferred: SI partner co-delivery experience • Preferred: CX, contact center, or conversational AI background • Preferred: depth in airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail • Preferred: familiarity with SOC 2, HIPAA, GDPR, PCI, or ISO 27001 • Preferred: experience designing evaluation frameworks or quality programs for non-deterministic systems