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.

Provides on-site technical support across regional offices, diagnosing hardware, software, network, VOIP, AV, and Windows or macOS issues. Maintains IT infrastructure, servers, backups, and equipment while developing scripts, documentation, and process improvements. Supports office relocations, upgrades, and technology rollouts; coordinates with vendors and internal teams; handles high-severity incidents and may mentor junior staff. The role is fully onsite, Monday through Friday, and may require travel and lifting 40–50 pounds.