Principal Engineer – Contact Center Technology & Ops

Western Alliance Bancorporation; Dallas (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Medical and dental insurance

401(k) matching

Tuition assistance

Employee volunteer program

Wellness program

Ownership stake

Job summary

Western Alliance Bancorporation seeks a Principal Engineer I to advance contact center technology. You will provide SME guidance across domains, lead large design efforts, and partner with sponsors to refine requirements.

You’ll build dashboards, create reference documentation, and mentor junior engineers while ensuring security, compliance, and robust operations for banking platforms. You will drive agile practices, coordinate cross-functional teams, and help shape CX across lines of business.

Qualifications

• 8+ years of related experience.
• Bachelor’s degree required; Master’s/MBA preferred.
• Leadership experience preferred.
• Advanced to expert knowledge of Financial Services or Banking.
• Regulatory and legal compliance knowledge.
• Genesys Cloud contact center technology expertise.
• CI/CD with Azure DevOps pipelines and Terraform.
• Experience with Dynamics365 CRM and ServiceNow integration.

Responsibilities

• Provide SME expertise and design complex solutions.
• Lead with project sponsors to refine requirements and objectives.
• Develop dashboards and comprehensive documentation.
• Coordinate cross-functional teams and external partners.
• Ensure safety, security, and regulatory compliance.
• Promote Agile ceremonies and work with product owners.
• Transform contact center tech and CX across the bank.

Skills

Communication

Leadership

Cross-functional collaboration

Genesys Cloud expertise

Agile/Scrum

CI/CD

Azure DevOps

Terraform

Regulatory compliance

Architecture design

Onshore-offshore coordination

ServiceNow integration

Dynamics365 CRM

Education

Bachelor’s degree in related field

Masters/MBA in related field (preferred)

Tools

Genesys Cloud

Azure DevOps

Terraform

Dynamics365 CRM

ServiceNow

Job description

Western Alliance Bancorporation seeks a Principal Engineer I to advance contact center technology. You will provide SME guidance across domains, lead large design efforts, and partner with sponsors to refine requirements.

You’ll build dashboards, create reference documentation, and mentor junior engineers while ensuring security, compliance, and robust operations for banking platforms. You will drive agile practices, coordinate cross-functional teams, and help shape CX across lines of business.