Principal Engineer I - Contact Center Technology & Operations
On-sitePhoenix, Arizona, United States or Dallas, Texas, United States
Job Summary
Provide SME expertise in contact center domains to ensure solutions are safe, secure, compliant, and reliable. Identify development needs, take on complex design responsibilities, and refine requirements with project sponsors. Facilitate team collaboration, develop technical narratives for IT audiences, and mentor one junior engineer. Build solution designs for handoff, review technical plans, and construct performance dashboards for key applications. Implement safety procedures, data recovery plans, and user manuals while enforcing risk management and regulatory standards. Lead Agile ceremonies, align transformation efforts with banking regulations, and coordinate support coverage across distributed teams.
Required Qualifications
- 8+ years of related experience
- Bachelor's degree in related field
- Advanced to expert knowledge of general Financial Services or Banking
- Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
- Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture
- Expert in Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & terraform promoting CX as a Code
- Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions
- Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or more key domains of the bank (Customer Experience, Deposits, Loans, Operations or Reporting) with the ability to walk-through top-level process design
- Capable of working with regulatory partners like the CFPB, OCC and FRB through audits and collaboration efforts as situations arise
- Advanced to expert familiarity with the capability model across IT and the applications and infrastructures available for engagement in solutioning across the bank to develop results that leverage existing capabilities in addition to implementing new solutions when required
- Experience in the design, enhancement and compliance to all governance frameworks across the IT organization to ensure proper compliance with published procedures and standards
- Advanced speaking and writing communication skills
- Experience working in an onshore-offshore model and coordinating support coverage, handoffs, and escalation across distributed teams
Desired Qualifications
- Masters or MBA in related field
- Previous leadership experience
- Genesys Cloud Certifications
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