Senior Customer Architect

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏛️ Architect

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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 architectures across customer journeys and channels, including decomposition, escalation, handoffs, and human-in-the-loop modes • Design integration blueprints spanning CRM, ticketing, telephony, contact center, identity, loyalty, reservations, orders, payments, and data platforms • Define guardrail, governance, observability, compliance, risk, and audit architectures • Set architecture and governance standards for the Agentic Deployment team and own production quality sign-off • Create and maintain Technical Success Plans with current-state and target-state architecture, roadmaps, and success metrics • Define measurement models and conduct recurring technical business reviews with customer leadership • Own technical expansion paths across channels, intents, business lines, regions, and languages • Serve as primary technical advisor to senior customer stakeholders, including CX, contact center technology, architecture, security, compliance, and CIO leaders • Set standards for SI partner delivery, certify and enable partner teams, and maintain quality sign-off • Develop vertical deployment blueprints, reference architectures, onboarding playbooks, and day-2 playbooks • Translate field observations into quantified product input and represent enterprise requirements internally • Lead technical escalations, incident response, root-cause analysis, and customer communications • Mentor Customer Architects, lead vertical practice development, and turn first-of-kind deployments into reusable standards

🎯 Requirements

• 10+ years in customer-facing technical roles, including sustained ownership of post-sales technical outcomes • Experience owning multiple concurrent Fortune 500-scale enterprise accounts across brands, regions, or lines of business • Technical depth in code and API documentation, distributed systems, integration architecture, and data-flow debugging • Working understanding of LLM systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes • Ability to build prescriptive playbooks and move between CIO-level business discussions and engineering-level agent behavior analysis • Comfort with ambiguity and a bias toward documenting decisions • Track record mentoring or leading architects or senior technical individual contributors • Preferred: SI partner co-delivery experience; CX, contact center, or conversational AI background; depth in specified enterprise verticals; enterprise security and compliance familiarity; evaluation-framework or quality-program design experience