Leads technology support and control transformation for AI-enabled production environments. Oversees application and infrastructure stability, incident/problem/change management, observability, audit readiness, and technology risk controls. Establishes controls-as-code, automated evidence capture, AI workflow governance, guardrails, accountability, and continuous monitoring. Manages teams and cross-functional stakeholders while driving proactive prevention, root-cause elimination, operational resilience, and measurable service improvements.

As a Senior Principal Engineer, you'll define and drive the technical strategy for customer experience platforms, lead architectural decisions, and mentor engineering teams to enhance customer and agent experiences.