Principal, IT Software Engineer 2

DIRECTV; El Segundo (CA); Remote; USD 148,000 - 268,000; Full time

Job summary

DIRECTV is seeking an IT Software Engineer Principal 2 to advance our CX orchestration platform, focusing on AWS, Genesys Cloud, and Salesforce Service Cloud. You will design, implement, and ensure reliability of next-generation customer experiences while leading cloud-native development, automation, and secure integrations across global teams.

You will mentor engineers, govern architectures, and drive secure, high-performance solutions in an agile environment, communicating progress to

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, with 4+ years in CCaaS/CX or field services software.
• Expert-level experience with Salesforce Platforms, APIs, and custom solutions development; experience with Agent force and prompt engineering.
• Deep expertise in AWS services and Terraform for infrastructure provisioning.
• Proven experience designing CI/CD pipelines for cloud-native deployments.
• Extensive experience integrating with major CRMs, especially Salesforce Service Cloud.
• Strong knowledge of REST/SOAP web services, Postman/SOAPUI, and testing frameworks.
• Proven ability to lead as a senior technical architect within SAFe/agile environments.
• Solid understanding of security/compliance (PCI, SOC 2) and performance optimization in cloud CX.
• Excellent communication and documentation skills for complex technical decisions.

Responsibilities

• Guide development and modernization of customer and agent-facing applications.
• Serve as SME for designing, deploying, and managing core CX apps and infrastructure leveraging cloud services (AWS, Azure) for contact center domain.
• Lead data pathways between internal/external systems, especially CRM, AI platforms, and APIs.
• Govern architecture decisions and best practices to create scalable, secure, high-performance CX platforms.
• Ensure security and compliance for data and services.
• Mentor and coach junior team members and drive adoption of new technologies.
• Coordinate with vendor teams to align on technical vision and reduce debt.
• Represent system capabilities to business and technology stakeholders, communicating progress and blockers.
• Participate in defining DevOps practices and Production Support processes.

Skills

Salesforce Platforms

AWS

Terraform

CI/CD

SAFe

Security best practices

Communication

Education

Bachelor's degree in computer science or related field

Tools

Jenkins

GitLab CI

Postman

SOAPUI

Mockito

Docker

Kubernetes

Terraform

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.

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