Sr. Engineering Manager - Customer Experience Intelligence (CXI)

Databricks

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. The Impact You Will Have: - 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. What we look for: - 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. Pay Range Transparency Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here . Local Pay Range $222,000 - $312,600 USD About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter , LinkedIn and Facebook . Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here . Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.