Jobs and Careers

Senior Customer Architect

UKRemotefull_timeVerifiedPosted 17 Aug 2026

About the role

About the Company:

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role:

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, and 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: you mentor Customer Architects, lead playbook development for a vertical, and 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 — 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.

Technical Success Planning:

Author and maintain a Technical Success Plan per account: current-state architecture, target-state architecture, the sequenced roadmap between them, and the metrics defining success at each stage.
Define the measurement model with the customer up front — containment, resolution rate, CSAT/DSAT, deflection economics, handle time, escalation quality, cost per resolution — and hold both sides to it.
Run a recurring technical business review with customer leadership: what shipped, what it moved, what's next, and what's at risk.

Adoption & Technical Expansion:

Own the technical expansion path for land-and-expand: chat to email to voice to employee-facing, plus new intents, lines of business, regions, and languages.
Identify expansion opportunities from technical reality rather than wishful mapping, size the work honestly, and hand qualified opportunity to the account team.
Anticipate what breaks at the next order of magnitude — peak-event volume, new policy regimes, upstream system migrations — and get ahead of it in the roadmap.

Trusted Technical Advisor:

Hold the primary technical relationship with senior stakeholders: VP/Head of Customer Experience, Director of Contact Center Technology, enterprise architects, security and compliance leadership, and often the CIO.
Advise on the parts of the program Netomi doesn't own — knowledge base quality, policy clarity, agent operating model, org readiness — because agent performance depends on all of it.
Deliver hard technical news early and clearly. Credibility is built