Principal Platform Engineer – EIP / CCaaS

Navy Federal Credit Union•Vienna, VA

7d•$133,000 - $208,500•Onsite

About The Position

The Principal Platform Engineer – Experience Interaction Platform (EIP) / Contact Center as a Service (CCaaS) is 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. The role provides hands-on technical leadership across platform engineering, DevSecOps, integration, observability, reliability, environment management, and production operations. It partners 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. The role engineers and operates Dynamics 365 Contact Center capabilities for voice, chat and messaging, digital channels, IVR and virtual assistance, Copilot Bots, intelligent and skills-based routing, agent and supervisor experiences, interaction management, reporting, and analytics. It also designs and supports integrations with enterprise applications, APIs, data platforms, identity services, and CRM capabilities, using Azure, Power Platform, Dataverse, and related Microsoft technologies. The Principal Platform Engineer establishes platform engineering standards and reusable patterns; builds automation, CI/CD, and Infrastructure as Code capabilities; defines reliability and observability practices; leads production troubleshooting and incident improvement; and embeds security, compliance, and governance requirements into the platform and its integrations. The position supports governed Copilot and AI-enabled contact-center capabilities. Listed work hours are Monday through Friday, 8:00 AM–4:30 PM. Locations are Vienna, Virginia, and Pensacola, Florida.

Requirements

Bachelor's degree in Computer Science, Engineering, Information Systems, or a 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 DevOps, 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.

Nice To Haves

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 PowerShell, 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 DevOps certifications are desirable.

Responsibilities

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 related to scalability, resiliency, maintainability, security, and operational support.
Establish production readiness and Site Reliability Engineering practices for EIP.
Define platform SLIs, SLOs, monitoring, alerting, and operational health metrics.
Implement end-to-end observability across CCaaS, integrations, Azure services, APIs, and dependent systems.
Lead technical troubleshooting of complex production issues.
Establish runbooks, dashboards, operational procedures, and automated recovery capabilities.
Participate in incident response, root-cause analysis, problem management, and continuous improvement.
Identify recurring incidents and engineer systemic fixes rather than rely on manual operations.
Partner with Microsoft and other technology providers on platform defects, service incidents, capacity, and technical escalations.
Lead technical configuration and engineering of Dynamics 365 Contact Center capabilities, including voice, chat and messaging, digital channels, IVR and virtual assistance, Copilot Bots, routing, agent and supervisor experiences, interaction management, reporting, and analytics.
Engineer integrations between Dynamics 365 Contact Center and enterprise applications, APIs, data platforms, identity services, and CRM capabilities.
Design, deploy, and support platform components using Azure, Entra ID, Dataverse, Power Platform, Power Automate, Azure Functions, API Management, Key Vault, Azure Monitor/Application Insights, Azure DevOps, Microsoft Teams/Teams Phone where applicable, and Copilot Studio.
Establish CI/CD pipelines and automated deployment processes for EIP/CCaaS components.
Implement Infrastructure as Code and configuration-as-code where appropriate.
Automate environment provisioning, configuration, release management, validation, and operational activities.
Establish source-control, branching, versioning, and release-management standards.
Implement deployment controls and promotion patterns across development, test, staging, and production environments.
Embed security and quality controls into CI/CD pipelines and reduce manual platform administration through engineering and automation.
Establish reusable integration patterns between CCaaS and enterprise systems.
Design and implement integrations using REST APIs, event-driven patterns, Azure Functions, API Management, Power Platform connectors, and Dataverse integrations.
Ensure integrations meet performance, resilience, security, observability, and supportability requirements.
Work with architecture teams to minimize point-to-point integrations and encourage reusable enterprise services.
Implement secure engineering practices appropriate for a regulated financial-services environment.
Partner with Cybersecurity and Enterprise Architecture on identity and access management, role-based access control, secrets and certificate management, encryption, API and network security, logging and monitoring, data protection, and auditability.
Ensure solutions align with enterprise security, risk, architecture, and change-management standards.
Support engineering and integration of Copilot and AI-enabled capabilities within EIP.
Partner with AI architecture and governance teams to integrate enterprise virtual assistants and agent-assist capabilities.
Enable governed integration between CCaaS, enterprise knowledge, Copilot Studio, APIs, and approved AI services.
Ensure AI integrations follow enterprise security, data, observability, and governance standards.