Netomi: Senior Customer Architect — Remote

About Netomi

Netomi develops an agentic-AI platform for enterprise customer experience. Its employer introduction describes no-code tools for creating and managing AI agents across customer interactions. The platform connects automation with the practical workflows used by customer-service organisations. Recruitment material also describes agentic workflows, prompt engineering and API-based automation around that platform. The business is therefore concerned with how AI agents perform tasks within customer journeys, as well as the software used to build and operate them.

The position and its setting

Netomi lists Senior Customer Architect in Remote, under reference 55c88788-1047-4791-9bf6-a5d9894796a4. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Global Services & Delivery
• Employment type: Full Time - Remote
• team: Global Field Engineering

Responsibilities and work described

• 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
• 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
• 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

Essential requirements and candidate background

• 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
• Working understanding of LLM-based systems — prompting, tool use, retrieval, evaluation, guardrails, failure modes — and judgment about where they are and aren't the right answer
• Consultative and prescriptive: builds playbooks, not one-offs
• Moves between a CIO conversation about business outcomes and an engineering conversation about trace-level agent behavior without losing either audience
• Comfort with ambiguity and a bias toward writing things down
• Track record mentoring or leading other architects or senior technical ICs, formally or informally, and raising the standard of the work around them

Preferred experience and additional strengths

• Experience co-delivering through SI partners — enabling delivery teams rather than doing all the work directly
• CX, contact center, or conversational AI background — CCaaS, CRM/ticketing ecosystems, IVR and voice, workforce management
• Depth in a core vertical: airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail
• Familiarity: enterprise security and compliance — SOC 2, HIPAA, GDPR, PCI, ISO 27001 — without escalating to Legal for every question
• Experience designing evaluation frameworks or quality programs for non-deterministic systems

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Disclaimer: For all United States-based applicants, please note that Netomi participates in E-Verify for the purpose of work authorization
• Work arrangement: Remote
• Advertised location: Remote

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Senior Customer Architect vacancy is not an offer for reference 55c88788-1047-4791-9bf6-a5d9894796a4; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Netomi

Applications follow the official employer page linked below.

Open the official Netomi posting below and match the title and reference 55c88788-1047-4791-9bf6-a5d9894796a4.

Compare your qualifications and experience with the essential conditions for the Remote position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Salesforce

Salesforce experience should identify the users and workflow, then explain the configuration, development or integration you handled. A concrete example helps distinguish administration from application development or process design.

Relevant skills

• APIs
• AI/ML
• LLMs
• Salesforce
• ISO
• AI
• compliance
• ServiceNow
• audit
• insurance