Principal Engineer, Contact Center Tech (Hybrid)

Creative Solutions Services, LLC

Phoenix (AZ)

Hybrid

USD 120,000 - 170,000

Full time

4 days ago

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Job summary

Software Resources seeks a Principal Engineer I to lead contact center technology and operations initiatives for a major bank. This role focuses on delivering safe, secure, compliant, and reliable solutions across Genesys Cloud and related platforms.

Expect to guide architecture, supervise cross-functional teams, and drive CX improvements in a dynamic banking environment. 4 days per week on-site with Fridays remote; opportunities to influence processes, governance, and automation while

Qualifications

8+ years of related experience in engineering roles.
Bachelor's degree required; Master's or MBA preferred.
Strong leadership experience is preferred.
Advanced to expert knowledge of banking regulatory obligations, rules and standards.
Strong knowledge of Genesys Cloud and connected enterprise platforms.

Responsibilities

Provide SME expertise in domain and adjacent domains for safe, secure, compliant, and reliable solutions.
Identify development and support needs; take on large, complex design responsibilities.
Refine requirements with project sponsors and ensure objective alignment.
Facilitate dialogue and collaboration across teams, including outside domain.
Develop presentations and narratives for IT audiences; mentor junior engineers.
Transform Contact Center operations with phone, messaging, IVR, AI/bots, and CX optimization.