Senior Customer Architect

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

📋 Description

• Develop comprehensive agent architectures throughout customer journeys and channels, covering aspects such as decomposition, escalation, handoffs, and human-in-the-loop interactions.

• Create integration blueprints that encompass CRM, ticketing, telephony, contact centers, identity, loyalty, reservations, orders, payments, and data platforms.

• Establish frameworks for guardrails, governance, observability, compliance, risk management, and audit processes.

• Define architecture and governance standards for the Agentic Deployment team and take responsibility for production quality sign-off.

• Generate and sustain Technical Success Plans that outline current and target-state architecture, roadmaps, and success metrics.

• Develop measurement models and facilitate regular technical business reviews with customer leadership.

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

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

• Establish standards for SI partner delivery, certify and empower partner teams, and ensure quality sign-off.

• Craft vertical deployment blueprints, reference architectures, onboarding playbooks, and day-2 playbooks.

• Convert field observations into quantifiable product input and advocate for enterprise requirements internally.

• Lead technical escalations, incident response, root cause analysis, and customer communications.

• Mentor Customer Architects, lead the development of vertical practices, and transform first-of-a-kind deployments into reusable standards.

⛳️ Requirements

• Over 10 years of experience in customer-facing technical roles, demonstrating consistent ownership of post-sales technical outcomes.

• Proven experience managing multiple concurrent Fortune 500-scale enterprise accounts across diverse brands, regions, or lines of business.

• Technical expertise in code and API documentation, distributed systems, integration architecture, and debugging data flows.

• Familiarity with LLM systems, including aspects such as prompting, tool usage, retrieval, evaluation, guardrails, and failure modes.

• Capability to create prescriptive playbooks and navigate between CIO-level business discussions and engineering-level agent behavior analysis.

• Comfort with ambiguity and a proactive approach to documenting decisions.

• A history of mentoring or leading architects or senior technical individual contributors.

• Preferred: Experience in SI partner co-delivery; background in CX, contact center, or conversational AI; expertise in specified enterprise verticals; knowledge of enterprise security and compliance; experience in designing evaluation frameworks or quality programs.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work hours and a supportive work environment.

• Access to a collaborative and innovative team culture.