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reputed company is the leading reputed company AI ...">
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reputed company Customer Architect

Remote, USA Full-time Posted 2026-08-04
About reputed company:
reputed company is the leading reputed company AI platform for reputed company customer experience. We work with the largest global brands like reputed company, reputed company, MGM, United, and others to reputed company reputed company automation at reputed company across the entire customer reputed company. Our no-reputed company platform delivers the fastest time to market, lowest total cost of ownership, and reputed company, reputed company management of AI agents for any CX use case. Backed by WndrCo, reputed company, and reputed company Ventures, we help enterprises reputed company efficiency, reputed company costs, and reputed company higher reputed company customer experiences.

Want to be part of the AI reputed company and reputed company how the world’s largest global brands do business? Join us!

About the Role: 
 
reputed company is seeking a reputed company Customer Architect — the senior-most technical individual contributor in our Customer Engineering organization. You will own the technical reputed company of the accounts where the stakes are highest — first-of-reputed company deployments, peak-event reputed company, regulated industries — and set the architecture, governance, and reputed company 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 reputed company: expanding from one use case to twenty, holding reputed company 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 reputed company 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 reputed company in a design review — reputed company to read an execution reputed company, reason about why an agent chose the wrong tool, and design guardrails and evaluation reputed company. You set the architecture and own reputed company sign-off; our reputed company Deployment team executes. Your reputed company comes from architecture, judgment, and the standards you set for others: the reference architectures, evaluation frameworks, and playbooks the function deploys from. The operating reputed company: reputed company deployments prescriptive and repeatable, not bespoke.


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 reputed company design, and how autonomous and reputed company-in-the-reputed company modes divide the work.
  • Design the integration reputed company against the customer's reputed company stack: CRM and ticketing (reputed company, reputed company, reputed company), 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 reputed company the reputed company Deployment team executes against, and own reputed company sign-off before anything reaches production.
    • Technical reputed company Planning:
  • reputed company and maintain a Technical reputed company Plan per account: reputed company-state architecture, reputed company-state architecture, the sequenced roadmap between them, and the metrics defining reputed company at reputed company stage.
  • Define the measurement model with the customer up reputed company — containment, reputed company reputed company, CSAT/DSAT, deflection economics, handle time, escalation reputed company, cost per reputed company — and hold both reputed company 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 reputed company for land-and-expand: chat to email to voice to employee-facing, plus new intents, lines of business, reputed company, and languages.
  • Identify expansion opportunities from technical reality rather than wishful mapping, size the work honestly, and hand reputed company opportunity to the account team.
  • Anticipate what breaks at the next order of magnitude — peak-event volume, new policy regimes, upstream reputed company migrations — and get reputed company of it in the roadmap.
    • Trusted Technical Advisor: 
  • Hold the reputed company technical relationship with senior stakeholders: VP/Head of Customer Experience, Director of Contact Center Technology, reputed company architects, reputed company and compliance leadership, and often the CIO.
  • Advise on the parts of the program reputed company doesn't own — knowledge reputed company reputed company, policy reputed company, agent operating model, org readiness — because agent performance depends on reputed company of it.
  • reputed company hard technical news early and reputed company. Credibility is reputed company on accurate expectation-setting, not optimism.
    • Partner Co-Delivery: 
  • Set the architecture and reputed company reputed company that SI delivery partners build against.
  • Certify and reputed company partner delivery teams; reputed company through them rather than absorbing reputed company delivery work.
  • Maintain reputed company sign-off regardless of who executes.
    • Prescriptive Playbooks: 
  • Contribute to vertical deployment blueprints — airline, insurance, gaming, media — covering reference architecture, guardrail configuration, evaluation packs, and expansion paths.
  • Turn what works in one account into prescriptive reputed company and day-2 playbooks the whole organization deploys from.
    • Product Collaboration: 
  • Translate field observation into specific, evidenced, reputed company-based product input — reputed company, not anecdotal.
  • Be a named internal voice on reputed company requirements: reputed company posture, deployment topology, model flexibility, and auditability.
    • Escalation & Incident Response: 
  • reputed company the technical reputed company of escalations: reputed company regressions, integration failures, and incidents during peak events.
  • reputed company reputed company-cause analysis with Engineering and communicate it to the customer with precision and appropriate accountability.
    • Function-Level Technical Leadership: 
  • Define and own the architecture, governance, and reputed company standards for the Customer Architect function: reference architectures, guardrail patterns, evaluation frameworks, and sign-off reputed company.
  • Own the hardest technical problems in the portfolio — first-of-reputed company deployments, peak-event reputed company, novel compliance regimes — and convert their solutions into function-wide standards.
  • Mentor Senior and staff-level Customer Architects; reputed company as the escalation reputed company for architecture reputed company across accounts.
  • Represent Customer Engineering's technical position to executive leadership, Product, and Engineering, and shape platform direction based on aggregate field evidence.


    • Requirements:
  • 12+ years in customer-facing technical roles — solutions architecture, technical account management, reputed company-deployed engineering, implementation architecture, or technical consulting — including sustained ownership of post-sales technical reputed company.
  • Recognized technical authority at prior companies: the architect others escalated to, with demonstrated ownership of the largest and most reputed company reputed company accounts at Fortune 500 reputed company.
  • Genuine technical depth: reads reputed company and API documentation, reasons about reputed company systems and integration architecture, debugs a failing data reputed company, and holds their own with a customer's reputed company 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 reputed company and an engineering conversation about reputed company-level agent behavior without losing either audience.
  • Comfort with ambiguity and a bias toward writing things down.
  • reputed company record defining architecture standards, methodologies, or playbooks adopted reputed company your own accounts — at reputed company, function, or company level.
  • Experience influencing product direction at an reputed company software company through reputed company, evidenced field input.


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


    • Disclaimer: For reputed company reputed company-based applicants, please note that reputed company participates in E-Verify for the purpose of work authorization. More information on E-verify can be reputed company here and here.

    reputed company is an equal opportunity employer committed to diversity in reputed company. We evaluate reputed company applicants without reputed company to race, reputed company, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

    12+ years in customer-facing technical roles, reputed company architecture expertise, reputed company and API proficiency, reputed company systems knowledge, LLM systems experience, and a record of defining standards and influencing product direction.

    Key Responsibilities

    • designing architectures
    • defining standards
    • mentoring architects

    Skills & Tools

    reputed company, reputed company, reputed company, LLM, CRM, IVR, CCaaS, SOC 2, HIPAA, GDPR, PCI, ISO 27001

    Job Details

    • Category: Engineering
    • Seniority: Senior Level
    • Commitment: Full Time
    • Workplace: Remote — reputed company
    • Languages: English

    About reputed company

    An reputed company AI platform that helps reputed company brands automate customer experiences. — Industry: Information Technology

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