Principal IT Software Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Lead the development and enhancement of essential applications for both customers and agents.

• Architect, deploy, and oversee core customer experience applications and infrastructure utilizing AWS, Azure, and other cloud solutions tailored for the contact center sector.

• Direct data flows between internal and external platforms, including CRM systems, AI technologies, and APIs.

• Oversee application design, architecture, technology choices, development methodologies, and patterns.

• Ensure the security and compliance of data and services.

• Champion the adoption of innovative technologies and mentor junior team members.

• Supervise vendor teams and reduce technical debt.

• Represent system functionalities to both business and technology teams, guiding successful implementations.

• Relay progress, challenges, and potential opportunities across the organization.

• Establish and advocate for technical best practices across cross-disciplinary teams.

• Define and implement DevOps best practices, production support, and deployment workflows.

• Address critical production challenges.

⛳️ Requirements

• A Bachelor's degree in computer science, software engineering, or a related technical discipline.

• 5–7 years of progressive experience in software development and architectural roles.

• A minimum of 4 years of experience concentrated on high-scale Contact Center as a Service (CCaaS), customer experience enterprise software, or field services enterprise software.

• Expert-level, hands-on proficiency with Salesforce platforms, APIs, and custom solution development.

• Experience in agent force and prompt engineering.

• In-depth knowledge of AWS services, including Lambda, EC2, SQS, and Kinesis.

• Proven experience in production environments utilizing Terraform for infrastructure provisioning.

• Familiarity with designing and maintaining CI/CD pipelines, such as Jenkins or GitLab CI.

• Extensive experience in designing and constructing integrations with major CRMs, particularly Salesforce Service Cloud.

• Preferred experience with REST and SOAP-based web services.

• Preferred experience using tools like Postman, SOAPUI, and Mockito.

• Ability to function as a senior technical leader across global teams employing agile methodologies like SAFe.

• Strong understanding of security best practices, compliance standards such as PCI and SOC 2, and performance enhancement techniques.

• Excellent communication and documentation abilities.

• AWS Certification is preferred.

• Certification or advanced training specifically related to Genesys Cloud development or administration is preferred.

• Familiarity with Docker and Kubernetes is preferred.

• Experience with advanced predictive modeling or real-time routing machine learning applications is preferred.

• A background check may be necessary due to routine access to proprietary data.

• Candidates must be located in the United States, excluding Alaska.

🏝️ Benefits

• Competitive compensation aligned with market standards.

• Base salary determined by work location, job-related skills, experience, and relevant education or training.

• Total compensation package includes bonuses and benefits (specific amounts not disclosed).