Principal Customer Architect
AI summary of the role
Netomi seeks a Principal Customer Architect, the most senior technical IC in Customer Engineering, to own the technical architecture and quality for the highest-stakes enterprise accounts (first-of-kind deployments, peak-event scale, regulated industries).
What you’ll do
- Design end-to-end agent architecture across channels (chat, email, voice, SMS, in-app) including agent decomposition, escalation, and human-in-the-loop modes.
- Own the integration blueprint against customer stacks: CRM/ticketing (Salesforce, Zendesk, ServiceNow), telephony, identity, loyalty, payments, and data platforms.
- Set guardrail, governance, and observability architecture; own quality sign-off before production.
- Author and maintain Technical Success Plans per account, defining measurement models (containment, CSAT, deflection economics) and running recurring technical business reviews.
What you’ll bring
- 12+ years in customer-facing technical roles (solutions architecture, TAM, forward-deployed engineering, implementation architecture, technical consulting) with sustained ownership of post-sales technical outcomes.
- Recognized technical authority at prior companies, owning largest and most complex enterprise accounts at Fortune 500 scale.
- Genuine technical depth: reads code/API docs, reasons about distributed systems, debugs data flows, holds own with principal engineers.
- Working understanding of LLM-based systems (prompting, tool use, retrieval, evaluation, guardrails, failure modes).
Technologies
LLM · Salesforce · Zendesk · ServiceNow · CCaaS · IVR · CRM · API · SOC 2 · HIPAA · GDPR · PCI
About Netomi
Enterprise agentic AI platform resolving customer service across messaging, chat, email, and voice; fully autonomous and co-pilot modes.
Series C
Employer postings · Data from · Sources