As the Senior Engineering Manager for Customer Experience Intelligence (CXI) at Databricks, you will lead the development of an AI-native vertical workflow platform. This role focuses on architecting and delivering intelligent systems that integrate AI agents, humans, and enterprise tools into seamless operational workflows. You will work across multiple domains, initially optimizing for Customer Support while planning for expansion into areas like IT, Security, and Marketing. Your leadership will ensure high standards of reliability and performance in backend systems.

• BS or higher degree in Computer Science or a related field.
• 10+ years of experience building and operating AI-native workflow products or platforms.
• 5+ years of experience leading and growing software engineering teams.
• Demonstrated ability to combine software engineering, AI capabilities, operational workflows, and product thinking into cohesive customer experiences.
• Strong product judgment with the ability to translate ambiguous operational problems into intuitive workflows and measurable business outcomes.
• Excellent written and verbal skills with the ability to articulate complex strategies clearly and concisely.

• Contribute to the technical vision, core infrastructure, and backend architecture for Databricks’ next-generation Enterprise Agentic Framework.
• Build a vertical modular, multi-tenant agent platform optimized for Customer Support and designed to expand into other domains.
• Drive rapid, iterative backend development while upholding strict quality, safety, throughput, and reliability standards.
• Design state-machine and agentic workflows that evolve from human-in-the-loop validation to fully automated execution.
• Implement robust backend tracing, logging, transparency, and safe execution for critical AI-driven business decisions.
• Act as a technical liaison between CXI, Product, Platform Engineering, and business stakeholders to unblock dependencies and align roadmaps.
• Set a high engineering bar for backend code quality, system performance, and architectural maintainability.
• Mentor engineers and subject matter experts across Software, Support, and internal operations teams.