Principal Customer Architect

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏛️ Architect

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Netomi

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $30M Series B on 2021-11

Consulting • Logistics • Marketing

Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations.

📋 Description

• 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

🎯 Requirements

• 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