Principal Customer Architect

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 Principal Customer Architect — the senior-most technical individual contributor in our Customer Engineering organization. You will own the technical arc of the accounts where the stakes are highest — first-of-kind deployments, peak-event scale, regulated industries — and set the architecture, governance, and quality standards the entire Customer Architect function operates by. 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. Solving that repeatably, across every account, is the job. The Principal Customer Architect is where the hardest versions of that problem land — and where the patterns that solve them for everyone else get written. 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. Your leverage comes from architecture, judgment, and the standards you set for others: the reference architectures, evaluation frameworks, and playbooks the function deploys from. The operating principle: make deployments prescriptive and repeatable, not bespoke.