Principal Platform Engineer – EIP / CCaaS

Navy Federal•Pensacola, FL

7d•Onsite

About The Position

The Principal Platform Engineer – Experience Interaction Platform (EIP) / Contact Center as a Service (CCaaS) serves 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. 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 position leads the technical configuration and engineering of Dynamics 365 Contact Center capabilities, including voice, chat and messaging, digital channels, IVR and virtual assistance, Copilot and bots, intelligent and skills-based routing, agent and supervisor experiences, interaction management, and reporting and analytics. It engineers integrations with enterprise applications, APIs, data platforms, identity services, and CRM capabilities, and supports technologies across Azure, Microsoft Entra ID, Dataverse, Power Platform, Azure DevOps, and related services. The role establishes platform engineering standards and reusable patterns; builds CI/CD and infrastructure automation; embeds security and quality controls; and develops production-readiness and SRE practices, including service metrics, monitoring, alerting, runbooks, incident response, and root-cause analysis. It also supports governed integration of Copilot and other AI-enabled contact-center capabilities in accordance with enterprise security, data, observability, and governance standards.

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 the 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 and 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, including platform SLIs, SLOs, monitoring, alerting, and operational health metrics.
Implement end-to-end observability across CCaaS, integrations, Azure services, APIs, and dependent systems.
Lead 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; engineer systemic fixes for recurring incidents.
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 voice, chat and messaging, digital channels, IVR, virtual assistance, Copilot, bots, routing, agent and supervisor experiences, interaction management, and reporting capabilities.
Engineer integrations between Dynamics 365 Contact Center and enterprise applications, APIs, data platforms, identity services, and CRM capabilities.
Design, deploy, and support platform components across Microsoft Azure and the Microsoft ecosystem.
Establish CI/CD pipelines, automated deployments, Infrastructure as Code and configuration-as-code where appropriate, and automation for provisioning, configuration, releases, validation, and operations.
Establish source-control, branching, versioning, and release-management standards and deployment promotion patterns across development, test, staging, and production.
Embed security and quality controls into CI/CD pipelines and reduce manual platform administration through engineering and automation.
Establish reusable CCaaS integration patterns 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 favor reusable enterprise services over point-to-point integrations.
Implement secure engineering practices for a regulated financial-services environment in partnership with Cybersecurity and Enterprise Architecture, covering identity and access, RBAC, secrets and certificates, encryption, API and network security, logging, 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; partner with AI architecture and governance teams on virtual assistants and agent-assist capabilities.
Enable governed integration among CCaaS, enterprise knowledge, Copilot Studio, APIs, and approved AI services, following enterprise security, data, observability, and governance standards.