[Hiring] Principal Customer Architect @Netomi

Role Description

Netomi is seeking a Principal Customer Architect — the senior-most technical individual contributor in our Customer Engineering organization. You will own the technical arc of the accounts where the stakes are highest — first-of-kind deployments, peak-event scale, regulated industries — and set the architecture, governance, and quality standards the entire Customer Architect function operates by.

Getting an AI agent live is no longer the hard part. The hard part is what comes after the pilot:

• Expanding from one use case to twenty
• Holding quality as policies and systems change underneath you
• Proving containment and CSAT to a CIO
• Earning the right to the next set of journeys

Solving that repeatably, across every account, is the job. The Principal Customer Architect is where the hardest versions of that problem land — and where the patterns that solve them for everyone else get written.

You are deeply credible in a design review — able to read an execution trace, reason about why an agent chose the wrong tool, and design guardrails and evaluation strategy. You set the architecture and own quality sign-off; our Agentic Deployment team executes. Your leverage comes from architecture, judgment, and the standards you set for others: the reference architectures, evaluation frameworks, and playbooks the function deploys from. The operating principle: make deployments prescriptive and repeatable, not bespoke.

Responsibilities

• Account Architecture:
  • Design the end-to-end agent architecture across the customer's journeys and channels — chat, email, voice, SMS, in-app.
  • Design the integration blueprint against the customer's real stack: CRM and ticketing (Salesforce, Zendesk, ServiceNow), telephony and contact center, identity, loyalty and reservations systems, order and payments, and data platform.
  • Set the guardrail, governance, and observability architecture.
  • Set the architecture and governance standard the Agentic Deployment team executes against, and own quality sign-off before anything reaches production.
• Technical Success Planning:
  • Author and maintain a Technical Success Plan per account.
  • Define the measurement model with the customer up front.
  • Run a recurring technical business review with customer leadership.
• Adoption & Technical Expansion:
  • Own the technical expansion path for land-and-expand.
  • Identify expansion opportunities from technical reality.
  • Anticipate what breaks at the next order of magnitude.
• Trusted Technical Advisor:
  • Hold the primary technical relationship with senior stakeholders.
  • Advise on the parts of the program Netomi doesn't own.
  • Deliver hard technical news early and clearly.
• Partner Co-Delivery:
  • Set the architecture and quality standard that SI delivery partners build against.
  • Certify and enable partner delivery teams.
  • Maintain quality sign-off regardless of who executes.
• Prescriptive Playbooks:
  • Contribute to vertical deployment blueprints.
  • Turn what works in one account into prescriptive onboarding and day-2 playbooks.
• Product Collaboration:
  • Translate field observation into specific, evidenced, pattern-based product input.
  • Be a named internal voice on enterprise requirements.
• Escalation & Incident Response:
  • Lead the technical side of escalations.
  • Drive root-cause analysis with Engineering.
• Function-Level Technical Leadership:
  • Define and own the architecture, governance, and quality standards for the Customer Architect function.
  • Own the hardest technical problems in the portfolio.
  • Mentor Senior and staff-level Customer Architects.
  • Represent Customer Engineering's technical position to executive leadership.

Qualifications

• 12+ years in customer-facing technical roles.
• Recognized technical authority at prior companies.
• Genuine technical depth.
• Working understanding of LLM-based systems.
• Consultative and prescriptive.
• Comfort with ambiguity and a bias toward writing things down.
• Track record defining architecture standards.
• Experience influencing product direction at an enterprise software company.

Preferred Qualifications

• Experience co-delivering through SI partners.
• CX, contact center, or conversational AI background.
• Depth in a core vertical.
• Familiarity with enterprise security and compliance.
• Experience designing evaluation frameworks or quality programs for non-deterministic systems.

Requirements

• 12+ years in customer-facing technical roles — solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting — including sustained ownership of post-sales technical outcomes.
• Recognized technical authority at prior companies: the architect others escalated to, with demonstrated ownership of the largest and most complex enterprise accounts at Fortune 500 scale.
• Genuine technical depth: reads code and API documentation, reasons about distributed systems and integration architecture, debugs a failing data flow, and holds their own with a customer's principal engineer.
• Working understanding of LLM-based systems — prompting, tool use, retrieval, evaluation, guardrails, failure modes — and judgment about where they are and aren't the right answer.
• Consultative and prescriptive: builds playbooks, not one-offs.
• Moves between a CIO conversation about business outcomes and an engineering conversation about trace-level agent behavior without losing either audience.
• Comfort with ambiguity and a bias toward writing things down.
• Track record defining architecture standards, methodologies, or playbooks adopted beyond your own accounts — at practice, function, or company level.
• Experience influencing product direction at an enterprise software company through structured, evidenced field input.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible work hours and remote work options.
• Generous vacation and paid time off policy.
• Professional development opportunities.

Disclaimer

For all United States-based applicants, please note that Netomi participates in E-Verify for the purpose of work authorization. More information on E-verify can be found here and here .

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.