Principal Product Success Architect

About this role

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program: the stable foundation of institutional knowledge, tooling, and senior expertise that makes every engagement, and every rotating engineer, better than the last. As a Principal Product Success Architect on the GAIL Core Team, you set the strategic direction for how the program scales, own the hardest engagements and escalations, and build the infrastructure and knowledge systems that raise capability across the entire practice.

This role bridges technical delivery and program strategy. You lead by example on the most complex deployments while shaping how the program evolves to handle harder problems and reach more customers. What you get to do in this role: Own the most complex, escalated GAIL and Go-Live Support engagements — large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is on the line.

Set the strategic direction for GAIL tooling and infrastructure — defining the next-generation capabilities the program needs and owning the roadmap to build them. Own and evolve the GAIL playbook and quality standards across the entire practice — defining what great looks like and holding the line on it program-wide. Drive systemic improvements across customer engagements — identifying patterns in failure modes, complexity, and escalations, and translating them into playbook changes and tooling investments.

Mentor and develop the Core Team engineers and high-potential rotators — actively raising the capability of the people around you and shaping the next generation of leaders. Partner deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements. Represent the program in customer-facing strategic conversations and executive engagements. To be successful in this role you have: 8+ years of software engineering experience, with substantial depth in both enterprise product work and hands-on customer or field delivery.

Expert-level coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a proven track record of shipping and scaling production systems. Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns. Strong judgment on prompt engineering and non-deterministic model behavior, including the ability to advise on reliability, production readiness, and edge cases.