Principal, IT Software Engineer 2

The DIRECTV IT team builds experiences that efficiently offer our products to prospects, delight our customers, and create a connected omnichannel experience. Within this, the Existing Customer Lifecycle value stream builds experiences that enable customers to get the most from their DIRECTV service and empowers our front-line team members who help them with intelligent technology. Our scope includes customer-facing self-service capabilities on DIRECTV .com, our IVR (interactive voice response), and applications for our field technicians and customer care phone agents.

We are seeking an expert and highly motivated IT Software Engineer Principal 2 to join our technology team. This pivotal role is responsible for driving the technical design, implementation, and reliability of our next-generation Customer Experience (CX) orchestration platforms, centered on AWS, Genesys Cloud, and Salesforce Service Cloud. The successful candidate will be a deep technical expert, leading the adoption of cloud-native development practices (AWS), advanced automation (Terraform, CI/CD), conversational AI, advanced routing (Genesys Cloud), and critical integrations with platforms like Salesforce Service Cloud. You will act as a senior technical leader, guiding global, cross-functional teams in an agile environment to ensure our mission-critical CX systems are scalable, secure, and highly performant.
Here's what you'll do:

- 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.

Here's what you'll need to be successful:

- 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.