Senior Customer Architect

Job Description

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 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 on accurate expectation-setting, not optimism.

Preferred Qualifications:

• 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 with 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.

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