Principal, IT Software Engineer

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 , 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.

• 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.

• 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,…