[Hiring] Senior Customer Architect @Netomi

Role Description

Netomi is seeking a Senior Customer Architect to own the technical arc of our most complex strategic enterprise accounts — multi-brand, multi-region programs with demanding security, compliance, and scale requirements. Reporting into our Customer Engineering organization, you will own the relationship from signed deal to expanded, in-production, governed value: the agent architecture, the integration blueprint, the adoption roadmap, and the evidence that it's working.

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

On our largest accounts, that work needs a senior named technical owner. That owner is the Senior Customer Architect.

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. Beyond your own portfolio, you raise the bar for the whole function:

• Mentor Customer Architects
• Lead playbook development for a vertical
• Represent the function in the accounts where the stakes are highest

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
• Practice Leadership:
  • Mentor Customer Architects on architecture decisions
  • Lead playbook and reference architecture development for a core vertical
  • Take the first-of-kind deployments and turn what you learn into standards

Qualifications

• 10+ years in customer-facing technical roles
• Demonstrated ownership of multiple concurrent enterprise accounts at Fortune 500 scale
• Genuine technical depth
• Working understanding of LLM-based systems
• Consultative and prescriptive approach
• Comfort with ambiguity and a bias toward writing things down
• Track record mentoring or leading other architects or senior technical ICs

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

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.