Principal Engineer I - Contact Center Technology & Operations

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

Job Title

Principal Engineer I - Contact Center Technology & Operations

Location

Block 23

What you’ll do

As a Principal Engineer I, you’ll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant and reliable. You’ll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You’ll also engage with project and business sponsors refining requirements and objectives of targeted solutions. As Principal Engineer I, you also facilitate dialogue and activities, and work to ensure team collaboration, including teams outside of your domain. You’ll develop effective presentations and narratives for IT audiences. In this role, you’ll also develop the technical skills of one more junior engineer. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the experience across lines of businesses in the bank.

• Build the solution design of efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible.
• Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives.
• Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners.
• Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT.
• Implement safety procedures and data recovery plans. Develop user manuals, as well as policies, procedures, and safety protocols.
• Ensure adequate risk management and security processes/controls established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations.
• Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

What you’ll need

• 8+ years of related experience.
• Bachelor’s degree in related field required, Masters or MBA in related field 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 promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & terraform promoting CX as a Code.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions.
• Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or more key domains of the bank (Customer Experience, Deposits, Loans, Operations or Reporting) with the ability to walk-through top-level process design. Capable of working with regulatory partners like the CFPB, OCC and FRB through audits and collaboration efforts as situations arise.
• Advanced to expert familiarity with the capability model across IT and the applications and infrastructures available for engagement in solutioning across the bank to develop results that leverage existing capabilities in addition to implementing new solutions when required. Experience in the design, enhancement and compliance to all governance frameworks across the IT organization to ensure proper compliance with published procedures and standards.
• Advanced speaking and writing communication skills.
• Experience working in an onshore-offshore model and coordinating support coverage, handoffs, and escalation across distributed teams.
• Genesys Cloud Certifications are a huge plus.

Benefits you’ll love

We offer all the important things you’d want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [e-mail] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation