Principal Customer Architect

Role overview

Guide large enterprise customers from early technical evaluation to sustained adoption of an AI-enabled customer service platform. You will translate business goals into practical architecture and adoption plans, coordinate specialists around measurable outcomes, and help customer teams manage the operational changes needed to put solutions into use.

Responsibilities - Build technical adoption roadmaps and account plans that connect customer priorities, platform usage, architecture, technical debt, and measurable milestones. - Lead discovery to identify barriers across configuration, integrations, data, processes, operating models, and stakeholder alignment; prioritize actions to address them. - Help customers adopt AI and platform capabilities through repeatable playbooks, standard configurations, enablement, and appropriate demonstrations. - Scope pilots and proofs of concept with clear success measures, value rationale, and a route to production use. - Coordinate internal technical and delivery specialists toward shared customer outcomes, and communicate adoption evidence and progress through approved systems. - Use customer adoption patterns to inform scalable methods and provide structured feedback to product and engineering teams.

Requirements - Typically 12 or more years in customer-facing technical transformation, architecture, AI automation, advisory, or a related field, or equivalent demonstrated impact. - Experience owning technical adoption or transformation outcomes for enterprise customers. - Ability to lead technical discovery, assess integrations or data flows, and recommend practical solutions. - Strong communication skills: explain complex technical topics clearly to both practitioners and senior decision-makers. - Track record of influencing senior stakeholders and coordinating cross-functional teams through complex change. - Sound judgment about when standard configurations are sufficient and when to involve deeper technical or delivery expertise.

Nice to have - Background in customer service or customer experience platforms, AI agents, workflow automation, or service operations. - Experience designing repeatable adoption programs, playbooks, or productized pilots; familiarity with regulated settings or complex architectures. - Responsible use of AI tools, including consideration of data, security, oversight, and measurement.

Benefits and work setup - Hybrid working arrangement, with in-person collaboration at an office and flexibility to work remotely part of the week. - The posting lists a US annualized on-target earnings range of $210,000–$320,000, with a base and commission mix; final compensation depends on relevant capabilities, experience, and work location. Additional incentives may apply.