Principal, IT Software Engineer 2
About The Position
DIRECTV’s IT team builds experiences that offer products to prospects, delight customers, and create a connected omnichannel experience. The Existing Customer Lifecycle value stream develops customer self-service capabilities on DIRECTV.com and IVR, as well as applications used by field technicians and customer care agents. DIRECTV is seeking an expert IT Software Engineer Principal 2 to drive the technical design, implementation, and reliability of next-generation Customer Experience orchestration platforms centered on AWS, Genesys Cloud, and Salesforce Service Cloud. This senior technical leadership role advances cloud-native development, automation, conversational AI, advanced routing, and platform integrations. The successful candidate will guide global cross-functional teams in an agile environment to deliver scalable, secure, high-performing, mission-critical CX systems. This is a remote position that can be located anywhere in the United States except Alaska. The listed base salary range across DIRECTV’s four U.S. labor market zones is $147,830–$268,307; compensation within the range depends on work location and other job-related factors. Bonus and benefits are not included in the stated salary range. A background check may be required because the role involves routine access to proprietary DIRECTV and customer data.
Requirements
- Bachelor’s degree in computer science, software engineering, or a related technical field.
- 5–7 years of progressive experience in software development and architecture; at least 4 years must focus on high-scale CCaaS, CX enterprise software, or Field Services enterprise software.
- Expert-level, hands-on experience with Salesforce platforms, APIs, and custom solutions development.
- Experience with Agentforce and prompt engineering.
- Deep expertise in AWS services such as Lambda, EC2, SQS, and Kinesis.
- Production experience using Terraform for infrastructure provisioning.
- Demonstrated success designing and maintaining CI/CD pipelines, such as Jenkins or GitLab CI, for cloud-native or CCaaS application deployments.
- Extensive experience designing and building reliable integrations with major CRMs, specifically Salesforce Service Cloud.
- Ability to lead technically, build consensus, and deliver solutions across global teams using agile frameworks such as SAFe.
- Strong understanding of security best practices, compliance standards such as PCI and SOC 2, and performance optimization in cloud-based CX platforms.
- Exceptional communication and documentation skills, including the ability to explain complex technical decisions to engineering and non-technical stakeholders.
- Strong ability to synthesize key points and communicate persuasively in conversations, presentations, or email.
Nice To Haves
- 8 or more years of progressive experience in software development and architecture.
- Experience with REST- and SOAP-based web services.
- Experience with Postman, SOAPUI, or Mockito.
- AWS certification, such as Solutions Architect Professional or DevOps Engineer Professional.
- Certification or advanced training in Genesys Cloud development or administration.
- Familiarity with containerization technologies such as Docker and Kubernetes.
- Experience with advanced predictive modeling or machine learning applications in real-time routing.
Responsibilities
- Guide development and modernization of critical customer- and agent-facing applications.
- Serve as the subject matter expert for designing, deploying, and managing core contact-center applications and infrastructure using cloud services such as AWS and Azure.
- Lead development of data pathways between internal and external systems, particularly integrations with CRM systems, AI platforms, and APIs.
- Govern application design, including architecture, technology choices, development techniques, and patterns that support sustainable technology.
- Ensure security and compliance for data and services stored or transmitted by these systems.
- Lead development of new technologies using best practices and coach more junior team members.
- Govern vendor teams to align development with the technical vision, minimize technical debt, and promote productive, predictable output.
- Represent system capabilities to business and technology teams, understand desired business outcomes, and guide effective implementation.
- Communicate progress, roadblocks, and opportunities to stakeholders at all organizational levels.
- Participate in cross-functional teams to define and refine technical best practices, promote their adoption, and support change across teams.
- Help define and develop DevOps best practices, including production support and deployment processes, and troubleshoot critical production issues.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
