19 days ago
Remote, United StatesStaff+
Responsibilities
- Design end-to-end agent architectures across customer journeys, channels, escalation paths, and human-in-the-loop workflows.
- Create integration blueprints spanning CRM, ticketing, telephony, contact centers, identity, loyalty, reservations, orders, payments, and data platforms.
- Define guardrail, governance, observability, evaluation, and quality standards and provide production sign-off.
- Author technical success plans, define success metrics, lead technical business reviews, and own technical expansion paths.
- Advise senior customer stakeholders and lead technical escalations, incident response, and root-cause analysis.
- Set architecture and quality standards for SI partners, certify delivery teams, and maintain quality oversight.
- Develop vertical deployment blueprints, onboarding and day-two playbooks, and function-wide reference architectures.
- Translate field evidence into product requirements and represent Customer Engineering in product and engineering direction.
- Mentor Senior and staff-level Customer Architects and act as the escalation point for architecture decisions.
Requirements
- 12+ years of experience in customer-facing technical roles such as solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting, including sustained ownership of post-sales technical outcomes.
- Recognized technical authority with ownership of complex Fortune 500 enterprise accounts and the ability to read code and API documentation, reason about distributed systems, debug data flows, and work with principal engineers.
- Working understanding of LLM-based systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes.
- Demonstrated experience creating architecture standards, methodologies, or playbooks adopted at practice, function, or company level.
- Experience influencing product direction at an enterprise software company through structured, evidence-based field input.
- Ability to communicate with both executive stakeholders and engineers, operate in ambiguity, and provide consultative, prescriptive guidance.
- Preferred: experience co-delivering through SI partners and enabling delivery teams.
- Preferred: CX, contact center, conversational AI, CCaaS, CRM/ticketing, IVR, voice, or workforce-management experience.
- Preferred: depth in airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail.
- Preferred: familiarity with SOC 2, HIPAA, GDPR, PCI, and ISO 27001.
- Preferred: experience designing evaluation frameworks or quality programs for non-deterministic systems.
Benefits
- The posting does not state specific benefits, compensation, or work-arrangement details.
Categories
Solutions Engineering
