Senior Principal Customer Engineer

FICO is a leading global analytics software company, helping businesses in 100+ countries make better decisions. The Senior Principal Customer Engineer will operate at the intersection of strategy, architecture, and commercial growth, influencing customer outcomes and shaping technology roadmaps for FICO's platforms.

Responsibilities:

• Amplify Customer Outcomes: Act as a strategic trusted advisor to VP and C-suite-adjacent stakeholders, shaping multi-year technology roadmaps and enterprise decisioning strategies anchored on FICO platforms. Lead the highest-complexity, highest-ambiguity engagements end-to-end — spanning architecture, operating model design, and commercial outcomes — and translate complex, cross-functional business objectives into scalable solution architectures that drive fraud reduction, credit risk optimization, customer growth, and regulatory adherence. Anticipate and shape technology choices before customers fully articulate them, enabling earlier and more strategic alignment with FICO
• Deliver with Execution Excellence: Operate with exceptional autonomy and judgment across FICO's most strategically important and complex customer programs. Build deep relationships with VP and executive-level stakeholders, driving consensus across organizational and geographic boundaries. Develop and scale repeatable executive engagement patterns, strategic account frameworks, and reference architectures that can be applied across FICO's most important opportunities. Serve as the senior cross-functional leader aligning Sales, Product, Engineering, Solution Support, Professional Services, and Partners around unified, long-term customer outcomes
• Scale Organizational Capability: Influence the roadmap of FICO platforms by shaping investment themes, product direction, and key trade-offs across decisioning, fraud, analytics, and Intelligent Decisions. Drive portfolio-level patterns — reusable architectures, playbooks, and operating models — adopted across multiple accounts and geographies. Contribute to strategic planning, balancing short-term customer needs with long-term platform evolution, and identify systemic gaps across architecture patterns, operational practices, or customer enablement — then lead programs to close them
• Drive Thought Leadership: Establish yourself as a widely recognized authority both internally and in the broader market, representing FICO at industry forums, customer summits, and executive briefings. Develop and champion strategic points of view on decisioning, analytics, AI/ML, fraud, and platform modernization that influence customer and market direction. Create high-impact executive content such as vision papers, reference architectures, and industry-specific narratives that help customers make major investment decisions, and build mechanisms that enable others to produce high-quality, scalable thought leadership artifacts
• Escalation and Incident Management: Own escalation strategy and incident management governance across a portfolio of strategic accounts, ensuring escalation practices are consistent, well-governed, and aligned with FICO's delivery-excellence standards. Engage directly with VP and executive-level customer stakeholders during high-impact incidents to provide clarity and confidence around resolution paths. Influence Product and Engineering prioritization by translating recurring escalation themes into clear product requirements and roadmap input, and establish scalable frameworks for escalation tracking, root-cause analysis, and prevention that can be adopted across segments and geographies
• Mentor & Develop Talent: Mentor Principal Customer Engineers, Senior Customer Engineers, and other contributors, actively raising the technical and customer-advisory bar across the broader customer engineering community. Help shape the next generation of strategic technical advisors within FICO through coaching, sponsorship, and knowledge sharing

Requirements:

• Extensive experience operating as a principal or staff-level individual contributor with a proven track record of advising VP and senior executive stakeholders on technology and platform strategy within complex, multi-stakeholder enterprise environments
• Demonstrated ability to design and govern multi-year technology roadmaps and platform adoption strategies that directly drive ARR expansion, renewal protection, and net-new product adoption across a portfolio of strategic accounts — not just individual engagements
• Proven ability to influence how FICO is positioned and adopted across segments, industries, or regions, shaping adoption patterns and architectural standards that scale beyond any single customer relationship
• Recognized internally and externally as a thought leader in decisioning, analytics, fraud, and platform modernization, with a strong track record of creating high-impact executive content and representing the organization at industry forums and customer summits
• Exceptional ability to align Sales, Product, Engineering, Professional Services, and Partners around unified strategic outcomes, simplifying complex, multi-dimensional challenges into clear, executable paths
• Ability to identify emerging market shifts and translate them into new adoption strategies, innovation opportunities, and long-term platform positioning, with a track record of contributing to product and roadmap direction at an early and influential stage
• Deep familiarity with enterprise-scale change management including guiding customers through complex, multi-year technical transformations such as platform migrations, cloud adoption programs, and regulatory compliance initiatives