To support a growing portfolio of enterprise customers, the remote Principal AI-Driven Enterprise Support Engineer will serve as a trusted advisor, manage complex technical escalations, and leverage AI-driven insights to enhance operational excellence. Key responsibilities Build and maintain executive relationships with high-value enterprise customers while leading strategic support initiatives Own critical customer escalations and drive resolution strategies across various technologies and integrations Evaluate and influence AI capabilities in support operations, establishing best practices for AI-assisted workflows Required qualifications 10+ years of experience supporting enterprise SaaS, cloud, or CCaaS technologies Proven success in managing large, complex enterprise customer relationships Deep expertise in troubleshooting sophisticated technical environments and leading high-severity escalations Strong executive presence and ability to influence across multiple organizations Experience with enterprise contact center platforms such as NICE CXone, Genesys, or similar technologies