Senior Customer Architect

Account Architecture:

• Design the end-to-end agent architecture across customer journeys and channels, including agent decomposition, escalation design, and integration with CRM and ticketing systems.
• Set guardrails, governance, and observability architecture to enforce agent behavior and meet compliance requirements.
• Own quality sign-off before any agent reaches production, ensuring the architecture meets customer standards.

Technical Success Planning:

• Author and maintain a Technical Success Plan per account, detailing current-state and target-state architecture with a sequenced roadmap.
• Define measurement models with the customer for containment, resolution rate, CSAT, and other key metrics.
• Run recurring technical business reviews with customer leadership to report progress and identify risks.

Adoption & Technical Expansion:

• Own the technical expansion path for land-and-expand across channels, intents, lines of business, and regions.
• Identify expansion opportunities based on technical reality, size the work honestly, and hand off qualified opportunities to the account team.
• Anticipate scaling challenges and incorporate mitigation strategies into the roadmap.