Senior Platforms Engineer, Digital Workplace & AI

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Summary The Senior Platforms Engineer is responsible for the strategic design, deployment, and optimization of complex infrastructure platforms and systems, ensuring high availability, scalability, and security. This qualified candidate will have proven experience as a technical lead or platform owner for digital workplace or AI initiatives. This role will maintain ownership throughout the entire lifecycle of AI agents and automation, handling intake, governance, versioning, monitoring, and retirement in production environments. An expected focus of this role is to deliver impactful AI value and usage reports, presenting productivity improvements, risk assessments, and cost optimization metrics to leadership and business stakeholders. This role leads advanced troubleshooting, performance tuning, and technical support activities, serving as the primary escalation point for complex issues and collaborating across teams to drive continuous improvement. The Senior Platforms Engineer also oversees resiliency, disaster recovery and backup strategies, develops comprehensive reporting frameworks, and ensures compliance with industry standards and best practices. The candidate will have designed and implemented secure, enterprise-grade low-code applications for regulated and sensitive data, ensuring compliance and robust protection measures. Additionally, this position fosters a culture of knowledge sharing by mentoring junior engineers, organizing training sessions, and promoting cross-functional collaboration to enhance documentation and information sharing. This position belongs to a family of jobs with increasing responsibility, competency, and skill level. Actual position title and pay grade will be based on the selected candidate’s experience and qualifications.

Identifies performance bottlenecks, conducts root cause analysis, and proposes and implements solutions to enhance platform & system performance and resource utilization. Establishes performance benchmarks, conducts capacity planning, and collaborates with other teams, including junior engineers and cross functional teams to optimize infrastructure performance and activities. Contributes to the development and improvement of troubleshooting procedures, measures to minimize platform & system downtime, and documentation. Partners with technical support to drive for resolution. Leads and manages platform & system technical support activities and troubleshooting efforts, including handling escalated and complex issues. Performs advanced system tuning and optimization to maximize performance using IT Service Management practices. Collaborates with Systems and Solution Architects, Governance, Regulatory and Compliance as well as other organizational teams to enhance support processes and methodologies. Participates in future platform & system backup planning. Leads the design of disaster/system recovery and testing. Analyzes Power Platform, Copilot Studio, AI agent, and digital workplace platform performance and utilization data to identify trends and patterns. Provides recommendations for optimization, cost efficiency, reliability, and value realization. Prepares executive‑ready reporting and drives corrective actions to continuously improve platform and AI service outcomes. Leads development of advanced troubleshooting procedures and operational runbooks for Power Platform solutions, AI agents, and automations. Serves as the primary escalation point for complex platform, automation, or agent issues. Coordinates with vendors and internal teams to resolve incidents and continuously improve service reliability and operational maturity. Leads the creation and maintenance of a comprehensive knowledge base for platforms & systems,