Principal Architect, AI-Native Platform Transformation

Principal Architect

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 platform capabilities that power intelligent automation, orchestration, and decision-making across our products and we need an architect to ensure that evolution happens coherently.

• Define the Enterprise AI Reference Architecture
• Set AI Platform Strategy
• Drive Organizational Convergence
• Establish AI Governance & Operational Standards
• Architect for the Agent-First Future

Minimum Qualifications

• 10+ years of software engineering experience designing and operating large-scale distributed systems and platforms, with deep expertise in backend systems, cloud-native infrastructure, and platform engineering.
• Demonstrated, hands-on experience building AI/ML infrastructure, agent orchestration systems, or developer platforms in production.
• Demonstrated experience evolving legacy enterprise architectures toward modern, AI-centric or autonomous operational models, including the migration strategy and sequencing.
• Demonstrated working fluency with the modern agentic stack: LLM serving and routing, agent frameworks and SDKs, tool-integration protocols, evaluation infrastructure, and context/memory architectures.
• Demonstrated ability to lead complex cross-functional technical initiatives and to drive adoption of architectural standards through influence, clarity, and credibility rather than authority alone.
• Demonstrated experience authoring Architecture Decision Records, reference architectures, and executive narratives for systems impacting engineering teams, with a demonstrated ability to present technical trade-offs to VP-level or C-level stakeholders.

Preferred Qualifications

• Deep expertise operationalizing LLMs, multi-agent frameworks, and autonomous workflow paradigms at enterprise scale.
• Knowledge of AI safety, policy enforcement, and responsible AI operational practices, particularly in compliance-sensitive or regulated environments.
• Experience with multi-tenant SaaS platform architecture and the particular challenges of per-customer configuration, data isolation, and schema variability.
• Track record establishing architecture governance functions that teams experience as enabling rather than obstructing.

What Success Looks Like

• A unified Enterprise AI Reference Architecture exists, is versioned and maintained, and is the default starting point for every new AI initiative.
• New AI capabilities ship on shared platform services rather than bespoke stacks.
• Build vs. buy and vendor abstraction decisions are made deliberately and documented.
• AI governance is operational.
• The platform is ready for the agent-first paradigm ahead of demand.

Why Join Medallia

• Define the foundational AI platform strategy of an industry-leading enterprise SaaS company.
• Work on deeply technical, high-impact platform challenges at massive scale with millions of users, global brands, enterprise and regulated environments.
• Influence the future of AI-native product development across the entire organization.
• Collaborate with exceptional engineers, architects, and product leaders solving complex enterprise problems.

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $229,000 - $360,000. This position is bonus eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors.

Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term…