Principal, IT Software Engineer 2

DIRECTV; Charleston (WV); Remote; USD 156,000 - 233,000; Full time

Job summary

DIRECTV seeks an expert IT Software Engineer Principal 2 to lead design, implementation, and reliability of CX orchestration platforms centered on AWS, Genesys Cloud, and Salesforce Service Cloud. Youll guide cross-functional teams, drive cloud-native development, and ensure secure, scalable CX systems with automation and integration to CRM and AI platforms.

The role requires strong technical leadership, SAFe experience, and a focus on high-scale CCaaS/CX solutions with an emphasis on

Qualifications

• Bachelor's degree in computer science, software engineering, or a related technical field.
• 5–7 years of progressive experience in software development and architecture; 4+ years in CCaaS/CX enterprise software or Field Services.
• Expert-level, hands-on experience with Salesforce Platforms, APIs and custom solutions development; experience with Agent force and prompt engineering.
• Deep expertise in AWS services (Lambda, EC2, SQS, Kinesis) and Terraform for infrastructure provisioning.
• Strong CI/CD experience (Jenkins, GitLab CI) for cloud-native or CCaaS deployments.
• Extensive experience integrating with major CRMs, especially Salesforce Service Cloud.
• Experience with REST and SOAP web services; Postman/SOAPUI preferred.
• Proven senior technical lead with SAFe agile experience and strong security/compliance knowledge.

Responsibilities

• Guide development and modernization of core CX applications for customers and agents.
• Design, deploy, and manage CX applications and infrastructure leveraging cloud services (AWS, Salesforce).
• Lead data integration between internal/external systems, including CRM and AI platforms.
• Define architecture and best practices; mentor junior engineers and manage technical debt.
• Ensure security and compliance across data and services in the CX platform.
• Drive CI/CD and production support, solving critical issues in cloud-native deployments.
• Communicate progress and risks to business and technical stakeholders; lead cross-functional teams.

Skills

Salesforce Platform

AWS

Terraform

CI/CD

APIs

SAFe

Security

Communication

Cloud Integration

Education

Bachelor's degree in computer science or related field

Tools

Salesforce Platform

Terraform

Jenkins

GitLab CI

Postman

SOAPUI

Job description

The DIRECTV IT team builds experiences that efficiently offer our products to prospects, delight our customers, and create a connected omnichannel experience. Within this, the Existing Customer Lifecycle value stream builds experiences that enable customers to get the most from their DIRECTV service and empowers our front-line team members who help them with intelligent technology. Our scope includes customer-facing self-service capabilities on DIRECTV.com, our IVR (interactive voice response), and applications for our field technicians and customer care phone agents.

We are seeking an expert and highly motivated IT Software Engineer Principal 2 to join our technology team. This pivotal role is responsible for driving the technical design, implementation, and reliability of our next-generation Customer Experience (CX) orchestration platforms, centered on AWS, Genesys Cloud, and Salesforce Service Cloud. The successful candidate will be a deep technical expert, leading the adoption of cloud-native development practices (AWS), advanced automation (Terraform, CI/CD), conversational AI, advanced routing (Genesys Cloud), and critical integrations with platforms like Salesforce Service Cloud. You will act as a senior technical leader, guiding global, cross-functional teams in an agile environment to ensure our mission-critical CX systems are scalable, secure, and highly performant.

Here's what you'll do:

• Guide development and modernization of critical customer and agent facing applications.
• Serve as the Subject Matter Expert (SME) for designing, deploying, and managing core CX applications and infrastructure leveraging cloud services (AWS, Azure etc.) for contact center domain.
• Lead development of data pathways between internal and external systems, especially with integration to CRM, AI Platforms, and APIs.
• Govern all aspects of the application design including providing input on application architecture, modern technologies and development techniques, and patterns to create sustainable technology.
• Ensure security and compliance for the data and services stored and passed by these systems.
• Lead the development of new technologies based on best practices and a coaching mindset for more junior team members.
• Govern vendor teams to develop to our desired technical vision, minimizing technical debt and ensuring productive, predictable output from our partners.
• Serve as the domain technical expert, representing system capabilities to business and technology teams alike, understanding desired business outcomes, and guiding the solution to the most effective implementation; be comfortable communicating progress, roadblocks, and opportunities to all levels in the organization.
• Participate in cross-functional teams to define and hone technical best-practices; evangelize these and support change across teams where needed.
• Participate in defining and developing DevOPS best practices, including Production Support and deployment process, and additionally help troubleshoot critical production issues.
• A strong communicator, able to effectively synthesize key points of a topic and turn them into a persuasive conversation, presentation, or email.

Here's what you'll need to be successful:

• Bachelor's degree in computer science, software engineering, or a related technical field.
• 5 – 7 years required, 8+ years desired of progressive experience in software development and architecture, with at least 4 years focused on high-scale Contact Center as a Service (CCaaS), CX enterprise software or Field Services enterprise software.
• Expert-level, hands-on experience with Salesforce Platforms, APIs and custom solutions development. Experience with Agent force and prompt engineering.
• Deep expertise in AWS services (e.g., Lambda, EC2, SQS, Kinesis) and proven production experience using Terraform for infrastructure provisioning.
• Demonstrated success designing and maintaining sophisticated CI/CD pipelines (e.g., Jenkins, GitLab CI) for cloud-native or CCaaS application deployments.
• Extensive experience designing and building reliable integrations with major CRMs, specifically Salesforce Service Cloud.
• Experience working with REST and SOAP based web-services preferred.
• Experience with Postman, SOAPUI, Mockito preferred.
• Proven ability to operate as a senior technical lead, driving technical consensus and solution delivery across global teams leveraging agile frameworks such as SAFe.
• Strong understanding of security best practices, compliance standards (e.g., PCI, SOC 2), and performance optimization within a cloud-based CX platform.
• Exceptional communication and documentation skills for translating complex technical decisions to both engineering and non-technical stakeholders.

Preferred Qualifications

• AWS Certification (e.g., Solutions Architect Professional or DevOps Engineer Professional).
• Certification or advanced training specific to Genesys Cloud development/administration.
• Familiarity with containerization technologies (Docker, Kubernetes).
• Experience with advanced predictive modeling or machine learning applications in a real-time routing context.

May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer's proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

This is a remote position that can be located anywhere in the United States, with the exception of Alaska. #LI-Remote

A career with us comes with big rewards:

DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

DIRECTV WAGE ZONES: $147,830 - $268,307

Low (N1): $147,830 - $221,645

Mid (N2): $155,610 - $233,310

High (N3): $171,171 - $256,641

Top (N4): $178,952 - $268,307

Click HERE (https://tbcdn.talentbrew.com/company/390/pdf/GeoZone-by-DMA-003.pdf) to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.

Fair Chance Ordinance Notice for Los Angeles County applying for jobs at DIRECTV (https://tbcdn.talentbrew.com/company/390/pdf/fcoe-official-notice-eng-final-8302024.pdf)

Compliance Notice Regarding Use of Automated Decision-Making Tools in Hiring Process

DIRECTV employees are expected to always be honest, trustworthy, and operate with integrity. Discrimination and harassment of any kind (including sexual harassment) will not be tolerated. We remain steadfast in our belief for diversity, equity, and inclusion; therefore, we encourage success based on individual merit and ability without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military/veteran status, or any other protected status. DIRECTV celebrates and is enriched by our differences; therefore we fully consider all qualified applicants including, those with a criminal history.