Principal Engineer, AI Platform & Runtime

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.   We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees. We empower exceptional people to create extraordinary experiences together.  Bring your whole self.

At Medallia, we believe every experience is a memory that can inspire loyalty, trust, and growth. Our platform helps the world’s leading brands capture signals across customer and employee journeys and transform them into real-time action using AI and analytics at enterprise scale. We are building the next generation of AI-native platforms that power intelligent automation, orchestration, and decision-making across our products and internal systems. We are looking for a Principal AI Platform Engineer to help define and build the foundational AI execution layer for the company.   Mission Build the core AI execution substrate of the company. This role is responsible for designing and scaling the foundational runtime that enables AI agents, orchestration workflows, memory systems, model execution, and policy enforcement to operate reliably, securely, and efficiently at enterprise scale. You will help shape the future of AI infrastructure at Medallia by building the platform capabilities that power autonomous workflows, intelligent assistants, multi-agent systems, and enterprise-grade AI applications across the organization.

AI Runtime & Agent Infrastructure Architect and build the foundational AI runtime platform powering agentic systems and intelligent workflows Design scalable agent orchestration frameworks capable of coordinating multi-step, multi-agent execution Build long-running workflow execution systems with resiliency, retry semantics, checkpointing, and recovery Develop streaming and event-driven AI execution architectures for real-time decisioning and automation Define standardized abstractions for AI execution, tool usage, context management, and workflow lifecycle Model Orchestration & Inference Platform Build multi-model routing and inference abstraction layers across commercial and open-source LLMs Design cost-aware inference execution systems that optimize latency, quality, throughput, and spend Implement intelligent model selection, fallback strategies, caching, and load balancing Create prompt lifecycle and version management systems supporting experimentation, governance, and observability Develop scalable APIs and SDKs enabling internal teams to rapidly build AI-powered capabilities Memory, Context & Tooling Systems Design enterprise-grade AI memory and context handling systems Build retrieval, session persistence, contextual grounding, and state management capabilities Develop extensible tool-calling infrastructure enabling agents to safely interact with internal and external systems Define patterns for structured reasoning, execution planning, and context propagation across workflows Governance, Reliability & Security Implement guardrails, policy enforcement, and runtime safety controls for enterprise AI systems Establish observability standards including tracing, telemetry, runtime analytics, evaluation pipelines, and auditability Build highly available, scalable, and resilient distributed systems supporting mission-critical workloads Partner with Security, Infrastructure, Product, and Engineering leaders to ensure compliant and secure AI platform operations Technical Leadership Serve as a technical leader and architect for the company’s AI platform strategy Drive