Principal Engineer I: Contact Center Tech & CX Innovation

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

Job summary

Western Alliance Bancorporation is seeking a Principal Engineer I for Contact Center Technology & Operations to drive safe, secure and reliable solutions. You will provide SME expertise across domains, lead large design efforts, and mentor junior engineers while shaping the next generation of phone, messaging, IVR, AI/bots, and training initiatives across the bank.

You will collaborate with product owners and engineering teams, produce solution designs, dashboards, and documentation, and ensure

Qualifications

• 8+ years of related experience.
• Bachelor’s degree; Masters preferred.
• Previous leadership experience preferred.
• Advanced to expert knowledge of general Financial Services or Banking is preferred.
• Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture.
• Expert in Genesys Cloud basic & advanced AI features with CI/CD pipelines using Azure DevOps & Terraform.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture.
• Experience leading cross-functional teams and managing multiple projects across banking domains.
• Advanced to expert familiarity with governance frameworks across IT.

Responsibilities

• Provide SME expertise and guide large design efforts for secure, compliant solutions.
• Develop comprehensive dashboards for performance insight across bank applications.
• Document final solution designs, including physical/logical layouts and use case references.
• Collaborate with architecture and product teams; mentor junior engineers.
• Implement safety, data recovery plans, and user manuals; establish policies and procedures.
• Ensure risk management and security controls align with regulatory expectations.
• Promote Agile practices with product owners and engineering teams.
• Align transformation efforts with banking regulations and compliance requirements.

Skills

Leadership

Agile/Scrum

Communication

Regulatory knowledge

Banking domain knowledge

Education

Bachelor’s degree in related field

Master’s/MBA preferred

Tools

Genesys Cloud

Azure DevOps

Terraform

Dynamics 365 CRM

ServiceNow

Job description

Western Alliance Bancorporation is seeking a Principal Engineer I for Contact Center Technology & Operations to drive safe, secure and reliable solutions. You will provide SME expertise across domains, lead large design efforts, and mentor junior engineers while shaping the next generation of phone, messaging, IVR, AI/bots, and training initiatives across the bank.

You will collaborate with product owners and engineering teams, produce solution designs, dashboards, and documentation, and ensure