Sr. Engineering Manager - Customer Experience Intelligence (CXI)

P-1600

At Databricks, we are passionate about enabling data teams to solve the world’s toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We build and run the world’s leading data and AI infrastructure platform so customers can transform deep data insights into business outcomes.

Founded by engineers and grounded in customer obsession, we embrace every opportunity to tackle complex technical challenges — from creating next-generation UI/UX for interacting with data to scaling our services across millions of virtual machines. And we're only getting started.

As the Senior Engineering Manager for Customer Experience Intelligence (CXI), you will architect, lead and deliver Databricks' AI-native vertical workflow platform. CXI is building intelligent systems that orchestrate AI agents, humans, and enterprise tools into end-to-end operational workflows. Support is our first production domain and the platform is designed to expand across multiple domains such as IT, Security, Legal, Marketing, and other knowledge-worker workflows, with a roadmap toward broader productization.

• Architect the Agentic Ecosystem: Contribute to the technical vision, core infrastructure, and backend architecture for Databricks’ next-generation Enterprise Agentic Framework.
• Scale across multiple domains: Build a vertical modular, multi-tenant agent platform initially optimized for Customer Support, but natively designed to expand into other domains such as IT, Security, Compliance, Marketing, HR, Legal and all ticket based workflows across the company.
• Engineered Reliability: Drive rapid, iterative backend development while upholding strict quality, safety, throughput, and reliability standards for agentic-based systems.
• Orchestrate Complex Workflows: Design state-machine and agentic workflows that seamlessly evolve from human-in-the-loop validation to fully automated execution.
• Enterprise-Grade Observability: Implement robust backend tracing, logging, transparency, and safe execution including instant rollback mechanisms for critical AI-driven business decisions.
• Cross-Functional Leadership: Act as a technical liaison between CXI, Product, Platform Engineering, and business stakeholders across various organizations to unblock dependencies and align roadmaps.
• Raise the Bar: Set a high engineering bar for backend code quality, system performance, and architectural maintainability in line with Databricks standards.
• Mentor and Cultivate: Mentor engineers and subject matter experts (SMEs) across Software, Support, and internal operations teams.

• 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.
• Experienced influencing across multiple engineering and product organizations.
• Excellent written and verbal skills with the ability to articulate complex strategies clearly and concisely.