Principal Customer Architect (AI)

Location: Remote

Company

hirify.global provides an agentic AI platform for enterprise customer experience automation across the customer journey.

What you will do

• Design end-to-end AI agent architectures across chat, email, voice, SMS, and in-app customer journeys.
• Define integration blueprints for CRM, ticketing, contact center, identity, loyalty, reservations, order, payment, and data platforms.
• Set guardrail, governance, observability, evaluation, and quality-signoff standards for production deployments.
• Own technical success plans, outcome metrics, business reviews, and technical expansion paths across use cases, regions, and languages.
• Advise senior customer stakeholders, lead technical escalations and incident response, and drive root-cause analysis with Engineering.
• Mentor Customer Architects and turn account-level solutions into reference architectures, deployment blueprints, and prescriptive playbooks.

Requirements

• 12+ years in customer-facing technical roles such as solutions architecture, technical account management, forward-deployed engineering, implementation architecture, or technical consulting.
• Experience owning complex enterprise accounts at Fortune 500 scale and acting as a recognized technical authority.
• Strong ability to read code and API documentation, reason about distributed systems, design integrations, and debug data flows.
• Working knowledge of LLM systems, including prompting, tool use, retrieval, evaluation, guardrails, and failure modes.
• Experience defining architecture standards, methodologies, or playbooks adopted across a practice, function, or company.
• Experience influencing product direction through structured, evidence-based enterprise feedback.

Nice to have

• Experience co-delivering with systems integration partners.
• CX, contact center, conversational AI, CCaaS, CRM, ticketing, IVR, voice, or workforce management experience.
• Depth in airlines and travel, media and streaming, gaming and sports betting, financial services and insurance, or retail.
• Familiarity with SOC 2, HIPAA, GDPR, PCI, or ISO 27001.
• Experience designing evaluation frameworks or quality programs for non-deterministic systems.

Culture & Benefits

• Full-time remote work.
• Work with global enterprise brands on agentic AI deployments.
• Collaborate across Customer Engineering, Agentic Deployment, Product, and Engineering.
• Opportunity to shape platform direction and function-wide technical standards.
• hirify.global uses AI tools in parts of the hiring process, with final decisions made by humans.