Principal AI Engineer

Role Description

We are looking for a Principal AI Engineer to join our team. This is a Remote role reporting to the Director, Customer Success Intelligence & Automation within the Customer Success organization. The Principal AI Engineer is responsible for designing and evolving the foundational AI platform that powers Customer Success AI products and internal-facing AI solutions. Rather than focusing solely on individual products, this role develops the reusable platform capabilities that enable multiple AI experiences, including:

• Context management
• Orchestration
• Enterprise memory
• Planning
• Workflow execution
• Governance
• Observability
• Model integration

The Principal AI Engineer partners closely with Product Management, Engineering, IT, Security, Data, AI Platform, and Customer Success stakeholders to ensure platform capabilities enable scalable, secure, and reliable AI-powered experiences across the Customer Success organization.

Qualifications

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• 10+ years of software engineering experience, including 4+ years building production AI or machine learning systems
• Deep expertise in distributed systems, cloud-native architectures, and enterprise-scale software design
• Strong understanding of AI agents, LLM orchestration, RAG, planning systems, and enterprise AI architecture patterns
• Experience designing reusable platforms and defining technical architecture across multiple products or engineering teams
• Strong leadership, mentoring, communication, and systems thinking skills, with the ability to influence technical direction in complex environments

Requirements

• Experience building autonomous agentic loops with advanced memory architectures and state management frameworks for long-running enterprise workflows
• Experience designing enterprise AI platforms and building reusable capabilities that support multiple AI products from a common foundation
• Experience building multi-agent orchestration frameworks and integrating enterprise tools through APIs and MCP servers
• Experience with semantic models, enterprise memory, vector search, knowledge graphs, and other advanced knowledge system patterns

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!