Principal Engineer I - Contact Center Technology & Operations

Western Alliance Bank • Phoenix, AZ

11h • Onsite

About The Position

As a Principal Engineer I, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are safe, secure, compliant and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining requirements and objectives of targeted solutions. As Principal Engineer I, you also facilitate dialogue and activities, and work to ensure team collaboration, including teams outside of your domain. You'll develop effective presentations and narratives for IT audiences. In this role, you'll also develop the technical skills of one more junior engineer. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the experience across lines of businesses in the bank. Build the solution design of efforts that can be handed off to lower-level engineers for execution assuring reuse of platforms where possible. Review technical plans developed by lower-level engineers and analysts to assure quality designs prevail which can support the volumetrics of our business partners objectives. Build comprehensive measurement dashboards that give performance insight into key applications of the bank which can feed operational results of our business partners. Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures that support areas of operations across IT. Implement safety procedures and data recovery plans. Develop user manuals, as well as policies, procedures, and safety protocols. Ensure adequate risk management and security processes/controls established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations. Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives. Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

Requirements

• 8+ years of related experience.
• Bachelor's degree in a related field required.
• Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture.
• Expert in Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & terraform promoting CX as a Code.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions.
• Advanced to expert experience in leading cross-functional teams and managing multiple projects simultaneously with an established expertise in one or more key domains of the bank (Customer Experience, Deposits, Loans, Operations or Reporting) with the ability to walk-through top-level process design.
• Capable of working with regulatory partners like the CFPB, OCC and FRB through audits and collaboration efforts as situations arise.
• Advanced to expert familiarity with the capability model across IT and the applications and infrastructures available for engagement in solutioning across the bank to develop results that leverage existing capabilities in addition to implementing new solutions when required.
• Experience in the design, enhancement and compliance to all governance frameworks across the IT organization to ensure proper compliance with published procedures and standards.
• Advanced speaking and writing communication skills.
• Experience working in an onshore-offshore model and coordinating support coverage, handoffs, and escalation across distributed teams.

Nice To Haves

• Masters or MBA in a related field preferred.
• Previous leadership experience preferred.
• Advanced to expert knowledge of general Financial Services or Banking is preferred.
• Genesys Cloud Certifications are a huge plus.

Responsibilities

• Provide SME expertise in respective and adjacent domains to ensure solutions are safe, secure, compliant, and reliable.
• Identify development and support needs.
• Undertake large and complex design responsibilities supporting project tasks.
• Engage with project and business sponsors refining requirements and objectives of targeted solutions.
• Facilitate dialogue and activities to ensure team collaboration, including teams outside of your domain.
• Develop effective presentations and narratives for IT audiences.
• Develop the technical skills of one or more junior engineers.
• Transform Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training, and optimize the experience across lines of businesses.
• Build solution designs that can be handed off to lower-level engineers for execution, assuring reuse of platforms where possible.
• Review technical plans developed by lower-level engineers and analysts to assure quality designs that support business partner objectives.
• Build comprehensive measurement dashboards for performance insight into key applications.
• Lay out final documentation for ongoing reference of the given solution, including physical and logical layouts with cross-reference to use case models while enforcing standards.
• Assist in the modification or buildout of procedures that support areas of operations across IT.
• Implement safety procedures and data recovery plans.
• Develop user manuals, policies, procedures, and safety protocols.
• Ensure adequate risk management and security processes/controls are established and maintained in alignment with the risk appetite for the Bank and applicable regulatory and enterprise risk management expectations.
• Act as an expert in Agile/Scrum best practices and principles, working closely with product owners, business analysts, and engineering teams.
• Promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

Benefits

• Competitive salaries
• Ownership stake in the company
• Medical and dental insurance
• Time off
• Great 401k matching program
• Tuition assistance program
• Employee volunteer program
• Wellness program
• Opportunity to bolster business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Principal