Principal Platform Engineer – EIP​/CCaaS

Position: Principal Platform Engineer – EIP / CCaaS
Job-:
Platform Engineering

Location:

Vienna, VA, United States;
Pensacola, FL, United States Workplace:
Hybrid

Schedule:

Full time, Regular Hours Posted:
Closes:
Targeted Salary Range: $133,000 - $208,500 annually

The Principal Platform Engineer – Experience Interaction Platform (EIP) / Contact Center as a Service (CCaaS) will serve as a senior technical leader responsible for engineering, integrating, automating, securing, and operating Navy Federal's enterprise contact center platform built on Microsoft Dynamics 365 Contact Center and the Microsoft cloud ecosystem.

This role will provide hands-on technical leadership across platform engineering, Dev Sec Ops , integration, observability, reliability, environment management, and production operations. The Principal Platform Engineer will partner closely with Enterprise Architecture, Product, SRE, Cybersecurity, Infrastructure, Network/Telephony, application teams, Microsoft, and implementation partners to deliver a secure, scalable, resilient, and supportable interaction platform.

Qualifications Bachelor's degree in Computer Science, Engineering, Information Systems, or related field, or equivalent professional experience

Significant experience engineering and operating enterprise-scale cloud platforms

Strong experience with Microsoft Azure and cloud-native engineering

Hands-on experience with Microsoft Dynamics 365 Contact Center or Customer Service

Experience with Power Platform and Dataverse Strong experience designing and integrating REST APIs and enterprise services

Experience with Azure Dev Ops, Git, CI/CD, automated deployments, and Infrastructure as Code Experience building or operating mission-critical production systems

Strong understanding of enterprise security and identity patterns

Strong troubleshooting and root-cause-analysis skills

Experience with voice, IVR, digital channels, routing, and contact-center integrations

Experience with Microsoft Copilot Studio and AI-enabled customer-service solutions

Experience with Microsoft Teams and enterprise telephony

Experience implementing observability using Azure Monitor and Application Insights Ability to provide technical leadership across multiple engineering teams and technology domains

Desired Qualifications Deep experience implementing or operating Dynamics 365 Contact Center / CCaaS platforms

Experience with large enterprise contact centers

Experience with Azure API Management, Functions, Key Vault, and integration services

Experience developing automated platform engineering capabilities using Power Shell, Azure CLI, Python, or similar tools

Experience engineering platforms within banking, financial services, or another highly regulated environment

Microsoft Azure, Power Platform, Dynamics 365, or Dev Ops certifications are desirable

Additional Information

Hours:

Monday - Friday, 8:00AM - 4:30

PM

Location:

820 Follin Lane, Vienna, VA  Heritage Oaks Drive, Pensacola, FL 32526 Responsibilities Platform Engineering & Technical Leadership Serve as a technical leader and subject-matter expert for the EIP/Microsoft CCaaS platform.

Engineer and maintain the enterprise implementation of Microsoft Dynamics 365 Contact Center and supporting Azure services.

Establish reusable platform engineering patterns, standards, guardrails, and automation.

Translate enterprise architecture and product requirements into scalable platform capabilities.

Provide technical direction across development, integration, testing, deployment, and production operations.

Drive engineering decisions around scalability, resiliency, maintainability, security, and operational support.

Reliability, SRE & Production Operations Establish production readiness and Site Reliability Engineering practices for EIP.Define platform SLIs, SLOs,…