Principal AI Engineer

Role Overview

Principal AI Engineer (Remote)

• Reporting to the Director, Customer Success Intelligence & Automation within Customer Success.
• Owns the design and evolution of the foundational AI platform that powers Customer Success AI products and internal AI solutions.
• Focus is on reusable platform capabilities, enabling multiple AI experiences (not just individual products).

Responsibilities

• Design, evolve, and scale the Customer Success AI platform, including reusable services and reference architectures for multiple AI products and internal AI experiences.
• Build and maintain foundational AI infrastructure such as:
  • Orchestration services
  • Context engines
  • Memory services
  • Workflow execution frameworks
  • Enterprise integrations
  • Scalable architectures for multi-agent systems
• Optimize platform capabilities across:
  • Model routing
  • Latency and cost
  • Reliability
  • Observability
  • Governance and security
• Lead technical architecture and engineering standards across multiple AI products.
• Mentor AI engineers and drive excellence through reusable frameworks, patterns, and platform capabilities.
• Partner with Product Management, Engineering, IT, Security, Data, AI Platform, and Customer Success to evaluate emerging AI tech and align platform evolution with business and enterprise architecture needs.

Requirements / Success Profile

• Thrives in ambiguity and can build the path while executing.
• Thinks and builds at scale, connecting work to the company mission.
• Shows ownership mindset; drives outcomes with a strong sense of urgency and accountability.