Senior Enterprise AI Architect for CX Solutions

Netomi; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

Netomi, a leader in agentic AI for enterprise CX, seeks a Principal Customer Architect to own the technical arc for high-stakes deployments and regulated industries. You will set architecture, governance, and quality standards that guide the Customer Architect function across accounts.

You will read traces, design guardrails, and craft reference architectures, evaluation frameworks, and playbooks to make deployments prescriptive and repeatable.

Qualifications

• 12+ years in customer-facing technical roles focusing on post-sales technical outcomes.
• Recognized technical authority with ownership of large, complex enterprise accounts.
• Deep understanding of distributed systems, reads code and API documentation, and can discuss architectures with senior engineers.
• Working knowledge of LLM-based systems, prompting, tools usage, guardrails, and evaluation approaches.
• Consultative and prescriptive—able to translate field observations into repeatable playbooks and templates.
• Comfort communicating with CIOs and engineering leadership across business and tech domains.
• Experience influencing product direction through structured field input and playbooks.

Responsibilities

• Design the end-to-end agent architecture across journeys and channels (chat, email, voice, SMS, in-app).
• Define integration blueprints against CRM/ticketing, telephony, identity, and data platforms.
• Set guardrails, governance, and observability architecture; govern sign-off before production.
• Own architecture standards and quality sign-off for the deployment function.
• Lead technical expansions: scale from pilot to multi-use cases and regions.
• Manage escalations during peak events; drive root-cause analyses with engineering teams.

Skills

Architectural leadership

LLM systems knowledge

Customer engineering

Stakeholder management

Post-sales ownership

CRM integration

Tools

Salesforce

Zendesk

ServiceNow

Job description

Netomi, a leader in agentic AI for enterprise CX, seeks a Principal Customer Architect to own the technical arc for high-stakes deployments and regulated industries. You will set architecture, governance, and quality standards that guide the Customer Architect function across accounts.

You will read traces, design guardrails, and craft reference architectures, evaluation frameworks, and playbooks to make deployments prescriptive and repeatable.