Sr. Engineering Manager - Customer Experience Intelligence (CXI)

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 stand…