Automation & AI Platform Engineer I

Principal Financial Group•Des Moines, IA

3d•Hybrid

About The Position

We’re looking for an Automation and AI Platform Engineer to join our Colleague Experience Engineering team to help deliver rapid, agentless resolution through an intelligent digital front door, self-service automation, and AI-augmented support operations. You’ll partner with engineers and IT service operations leaders to improve the end-to-end experience and incrementally expand automation that reduces effort and accelerates outcomes. With guidance, learn and support colleague-facing platforms that enable the digital front door (web and chat) and self-service journeys. Help deliver “solve, not submit” experiences by supporting automated request fulfillment and resolution flows for common needs. Support workflow and integration changes (low-code/no-code and light scripting) ensuring safe deployments and clear documentation. Help improve resolver-team efficiency through automation enablement (routing, categorization, escalation support) and AI-assisted troubleshooting. Use basic experience and operations signals (e.g., containment/deflection, Customer Effort Score, incident trends) to identify opportunities for incremental improvement. Communicate status, risks, and issues clearly to teammates and partners; escalate appropriately when impact or risk increases. Provide input to the team as you learn the services and capabilities the team is accountable to maintain. Stay current on relevant industry trends and bring forward opportunities for operational improvement. Perform other job-related duties or special projects as assigned. Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years.

Requirements

Associate's or bachelor's degree (preference in a computer science, technology, engineering or math-related field) or equivalent experience
Foundational understanding of IT operations and application/platform support concepts (incidents, requests, monitoring, releases)
Strong learning mindset and curiosity about digital experience, automation, Agentic AI applications, and how systems integrate end-to-end
Comfort following standards, runbooks, and change procedures to deliver reliable, repeatable outcomes
Clear written and verbal communication, including documenting steps taken and sharing concise status updates
Ability to collaborate across IT and non-IT partners and translate needs/issues into actionable work
Ability to maintain accuracy and confidentiality when working with colleague data and operational processes

Nice To Haves

Experience supporting digital workplace or enterprise service platforms (e.g., ServiceNow ITSM/Employee Center Pro, Moveworks, Microsoft Copilot, Microsoft Power Platform)
Exposure to knowledge automation/content intelligence, conversational AI, or virtual agent experiences
Familiarity with workflow and runbook/remediation automation (routing, categorization, orchestration across tools)
Basic understanding of observability/telemetry signals and how to use them to improve reliability and reduce manual handoffs
Comfort working with experience and service metrics (e.g., containment/deflection, Customer Effort Score, MTTR) to identify improvement opportunities
Knowledge of insurance and financial services products

Responsibilities

Learn and support colleague-facing platforms that enable the digital front door (web and chat) and self-service journeys.
Support automated request fulfillment and resolution flows for common needs.
Support workflow and integration changes (low-code/no-code and light scripting) ensuring safe deployments and clear documentation.
Help improve resolver-team efficiency through automation enablement (routing, categorization, escalation support) and AI-assisted troubleshooting.
Use basic experience and operations signals (e.g., containment/deflection, Customer Effort Score, incident trends) to identify opportunities for incremental improvement.
Communicate status, risks, and issues clearly to teammates and partners; escalate appropriately when impact or risk increases.
Provide input to the team as you learn the services and capabilities the team is accountable to maintain.
Stay current on relevant industry trends and bring forward opportunities for operational improvement.
Perform other job-related duties or special projects as assigned.