Principal, IT Software Engineer 2

DIRECTV is seeking a Principal IT Software Engineer 2 to lead the technical design, implementation, and reliability of customer experience orchestration platforms. The role guides development of customer- and agent-facing applications, cloud-native practices, integrations, security, and production support across cross-functional teams.

Responsibilities:

• Guide development and modernization of critical customer and agent facing applications
• Serve as the Subject Matter Expert (SME) for designing, deploying, and managing core CX applications and infrastructure leveraging cloud services (AWS, Azure etc.) for contact center domain
• Lead development of data pathways between internal and external systems, especially with integration to CRM, AI Platforms, and APIs
• Govern all aspects of the application design including providing input on application architecture, modern technologies and development techniques, and patterns to create sustainable technology
• Ensure security and compliance for the data and services stored and passed by these systems
• Lead the development of new technologies based on best practices and a coaching mindset for more junior team members
• Govern vendor teams to develop to our desired technical vision, minimizing technical debt and ensuring productive, predictable output from our partners
• Serve as the domain technical expert, representing system capabilities to business and technology teams alike, understanding desired business outcomes, and guiding the solution to the most effective implementation; be comfortable communicating progress, roadblocks, and opportunities to all levels in the organization
• Participate in cross-functional teams to define and hone technical best-practices; evangelize these and support change across teams where needed
• Participate in defining and developing DevOPS best practices, including Production Support and deployment process, and additionally help troubleshoot critical production issues
• A strong communicator, able to effectively synthesize key points of a topic and turn them into a persuasive conversation, presentation, or email

Requirements:

• Bachelor's degree in computer science, software engineering, or a related technical field
• 5 – 7 years required, 8+ years desired of progressive experience in software development and architecture, with at least 4 years focused on high-scale Contact Center as a Service (CCaaS), CX enterprise software or Field Services enterprise software
• Expert-level, hands-on experience with Salesforce Platforms, APIs and custom solutions development
• Experience with Agent force and prompt engineering
• Deep expertise in AWS services (e.g., Lambda, EC2, SQS, Kinesis) and proven production experience using Terraform for infrastructure provisioning
• Demonstrated success designing and maintaining sophisticated CI/CD pipelines (e.g., Jenkins, GitLab CI) for cloud-native or CCaaS application deployments
• Extensive experience designing and building reliable integrations with major CRMs, specifically Salesforce Service Cloud
• Proven ability to operate as a senior technical lead, driving technical consensus and solution delivery across global teams leveraging agile frameworks such as SAFe
• Strong understanding of security best practices, compliance standards (e.g., PCI, SOC 2), and performance optimization within a cloud-based CX platform
• Exceptional communication and documentation skills for translating complex technical decisions to both engineering and non-technical stakeholders
• 8+ years desired of progressive experience in software development and architecture, with at least 4 years focused on high-scale Contact Center as a Service (CCaaS), CX enterprise software or Field Services enterprise software
• Experience working with REST and SOAP based web-services preferred
• Experience with Postman, SOAPUI, Mockito preferred
• AWS Certification (e.g., Solutions Architect Professional or DevOps Engineer Professional)
• Certification or advanced training specific to Genesys Cloud development/administration
• Familiarity with containerization technologies (Docker, Kubernetes)
• Experience with advanced predictive modeling or machine learning applications in a real-time routing context