Principal, IT Software Engineer

The Principal, IT Software Engineer 1 is a senior technical authority responsible for setting architectural direction and driving end-to-end solution design across multiple teams and complex, interdependent systems. This role operates with a high degree of autonomy, shaping technical strategy, influencing organizational engineering standards, and serving as a key advisor to engineering leadership on platform direction, technical risk, and long-range planning.

The Principal Engineer is a recognized subject matter expert who elevates the capability of the broader engineering organization through mentorship, technical governance, and thought leadership, while directly resolving the most ambiguous and highest-impact technical problems facing the business. This pivotal role is responsible for driving the technical design, implementation, and reliability of our next-generation Customer Experience (CX) orchestration platforms, centered onAWS, Genesys Cloud, and Salesforce.

Here’s what you’ll do:

• Architects and delivers highly complex, cross-system solutions, proactively identifying and resolving dependencies, risks, and technical debt across multiple teams and platforms.
• Sets technical direction and establishes architectural standards, patterns, and best practices adopted across the engineering organization.
• Lead development of data pathways between internal and external systems, especially with integration to CRM, AI Platforms, and APIs.
• Leads and facilitates architectural review boards, design reviews, and technical governance forums, ensuring solutions align with enterprise architecture and long-term technology strategy.
• Drives multi-PI (Program Increment) and multi-quarter technical roadmaps, translating business strategy into actionable engineering initiatives and sequencing work across teams.
• Serves as the primary technical escalation point for the most complex, ambiguous, or high-risk problems, often those without established precedent or playbook.
• Mentors and coaches senior engineers, tech leads, and managers, building organizational depth in technical decision-making, system design, and engineering craftsmanship.
• Champions engineering excellence by defining and promoting best practices, coding standards, tooling strategy, and quality processes across the development community.
• Proactively identifies systemic risks (technical, operational, and organizational) and partners with leadership to shape mitigation strategies and influence prioritization.
• Represents engineering in cross-functional strategic discussions, influencing product, platform, and infrastructure decisions at an organizational level.
• Evaluates emerging technologies and industry trends, making recommendations on adoption that materially affect the technology roadmap.
• Leads technical due diligence for major initiatives, including build-vs-buy decisions, platform migrations, and large-scale re-architecture efforts.
• Drives resolution of critical production issues requiring deep system knowledge and cross-team coordination.

What you’ll need to be successful:

• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience; advanced degree a plus.
• 3 – 5 years of progressive software engineering experience, including significant experience in senior/lead technical roles with at least 2 years focused on high-scale Contact Center as a Service (CCaaS), CX enterprise software or Field Services enterprise software.
• Extensive experience designing and building reliable workflows and integrations in major CRMs, specifically
  
  Salesforce.
• Experience inAWSservices (e.g., Lambda, EC2, SQS, Kinesis) and proven production experience using
  
  Terraformfor infrastructure provisioning.
• Experience working with REST and SOAP…