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 technical support for manufacturing systems, hardware, software, networks, and production applications. Troubleshoots escalated issues, coordinates with IT teams and vendors, analyzes recurring problems, supports FTP/SFTP onboarding, maintains server software, documents resolutions, trains production staff, gathers process requirements, and drives application and infrastructure improvements. The role also provides after-hours support and manages customer SLAs.