Principal Customer Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop comprehensive agent architecture across various customer journeys and channels, covering decomposition, escalation, handoffs, and human-in-the-loop scenarios.

• Create integration blueprints for systems such as CRM, ticketing, telephony, contact center, identity, loyalty, reservations, order, payment, and data management.

• Establish guardrails, governance, observability, auditability, compliance, and risk architecture.

• Set architecture and governance standards for the Agentic Deployment team, taking responsibility for production quality sign-off.

• Write and maintain Technical Success Plans, target-state architectures, roadmaps, and success metrics.

• Define measurement models that encompass containment, resolution rate, CSAT/DSAT, deflection economics, handle time, escalation quality, and cost per resolution.

• Conduct regular technical business reviews with customer leadership.

• Manage technical expansion strategies across various channels, intents, business lines, regions, and languages.

• Identify and evaluate technical expansion prospects while anticipating challenges related to scale, policy, and system migration.

• Act as the primary technical advisor to senior customer stakeholders, including leaders in CX, contact center technology, architecture, security, compliance, and CIO roles.

• Establish architecture and quality benchmarks for SI delivery partners; certify and empower partner teams.

• Contribute to vertical deployment blueprints and organization-wide onboarding and day-2 playbooks.

• Convert field observations into measurable product feedback and represent enterprise needs internally.

• Lead technical escalations, incidents, and root-cause analyses in collaboration with Engineering.

• Define Customer Architect standards, tackle complex technical issues, mentor architects, and influence platform direction.

⛳️ Requirements

• Over 12 years of experience in customer-facing technical roles, with sustained accountability for post-sales technical outcomes.

• Recognized as a technical authority with ownership of complex enterprise accounts at the Fortune 500 level.

• Proficient in reading code and API documentation, reasoning about distributed systems and integration architecture, debugging data flows, and collaborating with principal engineers.

• Working knowledge of large language models (LLMs) including prompting, tool utilization, retrieval, evaluation, guardrails, and failure modes.

• Consultative and prescriptive mindset; focuses on creating playbooks instead of one-off solutions.

• Strong communication skills to engage with both CIO-level stakeholders and engineering teams.

• Comfortable navigating ambiguity and inclined to document decision-making processes.

• Proven track record in defining architecture standards, methodologies, or playbooks adopted across a function, practice, or organization.

• Experience in influencing product direction at an enterprise software company through structured field feedback.

• Preferred: Experience in SI partner co-delivery.

• Preferred: Background in CX, contact center, or conversational AI.

• Preferred: Expertise in industries such as airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail.

• Preferred: Familiarity with compliance standards such as SOC 2, HIPAA, GDPR, PCI, or ISO 27001.

• Preferred: Experience in designing evaluation frameworks or quality programs for non-deterministic systems.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• A collaborative and innovative work environment.