[Hiring] Principal IT Software Engineer 2 @DIRECTV

Role Description

The DIRECTV IT team builds experiences that efficiently offer our products to prospects, delight our customers, and create a connected omnichannel experience. Within this, the Existing Customer Lifecycle value stream builds experiences that enable customers to get the most from their DIRECTV service and empowers our front-line team members who help them with intelligent technology.

We are seeking an expert and highly motivated IT Software Engineer Principal 2 to join our technology team. This pivotal role is responsible for driving the technical design, implementation, and reliability of our next-generation Customer Experience (CX) orchestration platforms, centered on AWS, Genesys Cloud, and Salesforce Service Cloud.

Here's what you'll do:

• Guide development and modernization of critical customer and agent facing applications.
• Serve as the Subject Matter Expert (SME) for designing, deploying, and managing core CX applications and infrastructure leveraging cloud services (AWS, Azure etc.) for contact center domain.
• Lead development of data pathways between internal and external systems, especially with integration to CRM, AI Platforms, and APIs.
• Govern all aspects of the application design including providing input on application architecture, modern technologies and development techniques, and patterns to create sustainable technology.
• Ensure security and compliance for the data and services stored and passed by these systems.
• Lead the development of new technologies based on best practices and a coaching mindset for more junior team members.
• Govern vendor teams to develop to our desired technical vision, minimizing technical debt and ensuring productive, predictable output from our partners.
• Serve as the domain technical expert, representing system capabilities to business and technology teams alike, understanding desired business outcomes, and guiding the solution to the most effective implementation.
• Participate in cross-functional teams to define and hone technical best-practices; evangelize these and support change across teams where needed.
• Participate in defining and developing DevOPS best practices, including Production Support and deployment process, and additionally help troubleshoot critical production issues.
• A strong communicator, able to effectively synthesize key points of a topic and turn them into a persuasive conversation, presentation, or email.

Qualifications

• Bachelor’s degree in computer science, software engineering, or a related technical field.
• 5 – 7 years required, 8+ years desired of progressive experience in software development and architecture, with at least 4 years focused on high-scale Contact Center as a Service (CCaaS), CX enterprise software or Field Services enterprise software.
• Expert-level, hands-on experience with Salesforce Platforms, APIs and custom solutions development.
• Deep expertise in AWS services (e.g., Lambda, EC2, SQS, Kinesis) and proven production experience using Terraform for infrastructure provisioning.
• Demonstrated success designing and maintaining sophisticated CI/CD pipelines (e.g., Jenkins, GitLab CI) for cloud-native or CCaaS application deployments.
• Extensive experience designing and building reliable integrations with major CRMs, specifically Salesforce Service Cloud.
• Experience working with REST and SOAP based web-services preferred.
• Experience with Postman, SOAPUI, Mockito preferred.
• Proven ability to operate as a senior technical lead, driving technical consensus and solution delivery across global teams leveraging agile frameworks such as SAFe.
• Strong understanding of security best practices, compliance standards (e.g., PCI, SOC 2), and performance optimization within a cloud-based CX platform.
• Exceptional communication and documentation skills for translating complex technical decisions to both engineering and non-technical stakeholders.

Preferred Qualifications

• AWS Certification (e.g., Solutions Architect Professional or DevOps Engineer Professional).
• Certification or advanced training specific to Genesys Cloud development/administration.
• Familiarity with containerization technologies (Docker, Kubernetes).
• Experience with advanced predictive modeling or machine learning applications in a real-time routing context.

Benefits

• DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees.
• The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones.
• Salary ranges reflect base salary only and do not include bonus or benefits.

Company Description

This is a remote position that can be located anywhere in the United States, with the exception of Alaska.