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 our IVR (interactive voice response) and applications for our field technicians and customer care phone agents.

We are seeking an expert and highly motivatedIT Software Engineer Principal 2to 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 onAWS 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 likeSalesforce 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.

Heres what youll 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 leveragingcloud 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.

Heres what youll need to be successful:

• Bachelors degree in computer science Software Engineering or a related technical field.
• 5 7 years required 8 yearsdesired of progressive experience in software development and architecture with at least 4 years focused on high-scale Contact Center as a Service (CCaaS) or CX enterprise software.
• Expert-level hands-on experience with Genesys Cloud platform architecture APIs (e.g. Routing Analytics Notifications) and custom solutions development.
• Deep expertise inAWSservices (e.g. Lambda EC2 SQS Kinesis) and proven production experience usingTerraformfor infrastructure provisioning.
• Demonstrated success designing and maintaining sophisticatedCI/CD pipelines (e.g. Jenkins GitLab CI) for cloud-native or CCaaS application deployments.
• Extensive experience designing and building reliable integrations with major CRMs specificallySalesforce Service Cloud.
• Experience working with REST and SOAP based web-services preferred.
• Experience with Postman SOAPUI Mockito preferred.
• Proven ability to operate as a senior technical lead driving technical consensus and solution delivery acrossglobal teamsleveraging 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.

Preferred Qualifications

• 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.

May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customers proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

This role may require but is not limited to occasional travel less than 5%.

This is a remote position that can be located anywhere in the contiguous United States. #LI-Remote

A career with us comes with big rewards:

DIRECTVs compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the companys policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role level and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTVs 4 (four) US Labor Market Zones. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training.

DIRECTV WAGE ZONES: $140790 - $255530

Low (N1): $140790 - $211090

Mid (N2): $148200 - $222200

High (N3): $163020 - $244420

Top (N4): $170430 - $255530

Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together it represents a pretty impressive total compensation package.

Apply today!

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