Senior Enterprise AI CX Architect (Agentic Platform)

Netomi; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

Netomi seeks a Senior Customer Architect to own the technical arc of our most complex enterprise accounts — multi-brand, multi-region programs with strict security, compliance and scale requirements. You will own the relationship from signed deal to governed value: the agent architecture, the integration blueprint, the adoption roadmap, and the evidence that it\'s working.

You are credible in design reviews, read traces, reason about tool choices, and define guardrails and evaluation strategy.

Qualifications

• 10+ 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.
• Demonstrated ownership of multiple concurrent enterprise accounts at Fortune 500 scale, including programs spanning brands, regions, or lines of business, with senior technical stakeholders and real consequences to failure.
• 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.

Responsibilities

• Design the end-to-end agent architecture across the customer's journeys and channels — chat, email, voice, SMS, in-app — including agent decomposition, escalation and handoff design, and how autonomous and human-in-the-loop modes divide the work.
• 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: define what the agent must never do, how that is enforced, how it is audited, and what the customer's compliance and risk teams see.
• Set the architecture and governance standard the Agentic Deployment team executes against, and own quality sign-off before anything reaches production.

Skills

Solutions architecture

Technical account management

Forward-deployed engineering

Consultative

Post-sales technical outcomes

Job description

Netomi seeks a Senior Customer Architect to own the technical arc of our most complex enterprise accounts — multi-brand, multi-region programs with strict security, compliance and scale requirements. You will own the relationship from signed deal to governed value: the agent architecture, the integration blueprint, the adoption roadmap, and the evidence that it\'s working.

You are credible in design reviews, read traces, reason about tool choices, and define guardrails and evaluation strategy.