Principal AI-Driven Enterprise Support Engineer
Core
Architecting AI-augmented enterprise support strategies and leading complex technical escalations for Fortune 500 clients.
Role type
Principal AI-Driven Enterprise Support Engineer (Strategic IC)
Builds
AI-enhanced support frameworks, operational excellence models, and long-term customer success strategies for enterprise accounts.
Domain
Enterprise SaaS / Cloud Contact Center as a Service (CCaaS)
Deliverable
client delivery
Required skills
Enterprise SaaS/CCaaS support, complex technical troubleshooting, executive stakeholder management, strategic account leadership, root-cause analysis, cross-organizational influence
Preferred skills
NICE CXone/Genesys/Amazon Connect expertise, Technical Account Management background, API/integration/telephony knowledge, Fortune 500 support experience, AI-enabled workflow implementation
Technologies
NICE CXone, Genesys, Cisco, Amazon Connect, Five9, APIs, telephony, routing, analytics, cloud infrastructure
Responsibilities
Serve as trusted advisor for high-value enterprise portfolios, lead critical escalations involving integrations and platform infrastructure, evaluate and provide feedback on support-related AI capabilities, mentor senior engineers, influence organizational support strategy
Seniority
Principal, strategic leadership & mentorship