Principal Engineer II - Contact Center AI & CX Lead

Western Alliance Bancorporation; Phoenix (AZ); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive salary

401k matching program

Medical and dental insurance

Tuition assistance program

Employee volunteer program

Wellness program

Job summary

Western Alliance Bank seeks a Principal Engineer II to lead Contact Center Technology & Operations. You’ll guide complex solution design, drive secure and compliant architectures, and mentor engineers across multiple teams.

The role emphasizes Agile practices, collaboration with sponsors, and transforming call routing, IVR, and AI-enabled platforms. With a strong banking background, you’ll ensure risk management and architecture governance while delivering scalable, end-to-end service solutions.

Qualifications

• Bachelor’s degree required; Master’s/MBA preferred.
• 10+ years in related field with leadership experience.
• Strong knowledge of Genesys Cloud and related enterprise platforms.
• Experience with CI/CD pipelines and cloud tooling.

Responsibilities

• Lead design reviews and ensure scalable, reusable solutions.
• Develop dashboards to measure performance of key applications.
• Document architectures with cross-reference to use cases and standards.
• Drive compliance with banking regulations and risk controls.
• Coordinate with distributed teams across onshore/offshore models.

Skills

Leadership

Agile/Scrum

Cross-functional collaboration

Regulatory knowledge

Security and risk management

Communication skills

Onshore-offshore coordination

Education

Bachelor's degree

Masters or MBA preferred

Tools

Genesys Cloud

Azure DevOps

Terraform

Dynamics 365 CRM

ServiceNow

Job description

Western Alliance Bank seeks a Principal Engineer II to lead Contact Center Technology & Operations. You’ll guide complex solution design, drive secure and compliant architectures, and mentor engineers across multiple teams.

The role emphasizes Agile practices, collaboration with sponsors, and transforming call routing, IVR, and AI-enabled platforms. With a strong banking background, you’ll ensure risk management and architecture governance while delivering scalable, end-to-end service solutions.