Principal Platform / DevOps Engineer

Zinkworks; Edmonton; On-site; CAD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Principal Technical Lead to oversee the evolution of a high-availability Contact Centre Platform. This pivotal role requires deep expertise in VoIP, SIP, and enterprise-scale telephony solutions, guiding infrastructure decisions and mentoring engineers. You will work in an agile environment, modernizing communications infrastructure and enhancing customer engagement capabilities. Join a diverse and supportive team dedicated to innovation and professional growth, where your contributions will shape the future of technology solutions.

Qualifications

• 7+ years in enterprise platform engineering or related technical leadership roles.
• Proven experience with contact centre technologies like Genesys and Amazon Connect.

Responsibilities

• Lead architecture and infrastructure strategy for large-scale contact centre platforms.
• Drive integration of cloud-native services and modern CI/CD pipelines.

Skills

VoIP

SIP

DevOps

Python

CI/CD

Linux Systems

Containerization (Docker)

Orchestration Platforms (Kubernetes)

Tools

Jenkins

Git

Ansible

Genesys

Amazon Connect

Job description

About the Role

Zinkworks is seeking a Principal Technical Lead to oversee and drive the evolution of a high-availability Contact Centre Platform used by millions of users annually. This is an excellent opportunity for a seasoned systems engineer or platform lead with deep expertise in VoIP, SIP, and enterprise-scale telephony solutions such as Genesys or Amazon Connect.

You’ll play a pivotal role in guiding infrastructure-level decisions, mentoring engineers, and ensuring the platform scales in a secure, reliable, and cost-effective manner. Operating within an agile development environment, you'll work cross-functionally to modernize communications infrastructure and support innovative customer engagement capabilities.

Key Responsibilities

• Lead architecture and infrastructure strategy for large-scale contact centre platforms (Genesys, SIP, softphones, etc.)

• Drive the integration of cloud-native services, containerized platforms, and modern CI/CD pipelines

• Act as a senior escalation point for platform operations, incident resolution, and ongoing system improvements

• Mentor and grow a team of engineers, building deep domain expertise in contact centre technologies

• Define and enforce high standards for security, availability, performance monitoring, and observability

• Promote and implement best practices in DevOps, automation, and infrastructure cost optimization

• Collaborate effectively across engineering, architecture, security, and business stakeholders

Ideal Experience

• 7+ years in enterprise platform engineering, DevOps, or related technical leadership roles

• Proven hands-on experience with contact centre technologies (e.g., Genesys, Amazon Connect, Avaya)

• Strong grasp of VoIP/SIP protocols, call routing, RTP media flows, and session management

• Hands-on expertise with CI/CD tools (e.g., Jenkins, Git, Ansible) and infrastructure-as-code practices

• Deep knowledge of Linux systems, containerization (Docker), and orchestration platforms (Kubernetes)

• Demonstrated leadership and mentorship experience, with strong communication and stakeholder engagement skills

• Proficiency in Python for scripting, automation, and tooling within infrastructure or DevOps environments

Why Work With Us?

At Zinkworks, we champion innovation and creativity within our diverse and supportive work environment. We are committed to providing avenues for professional growth and development, ensuring you become a pivotal part of charting the future of technology solutions.

Join us if you are passionate about leading-edge software development and are seeking a fulfilling career with diverse challenges and career advancement opportunities.