Principal Software Engineer, Contact Center Digital Engagement Services

Responsibilities

• Lead the design and development of next-generation Contact Center Digital Engagement Services
• Build modern, cloud-native, event-driven platforms for real-time customer interactions
• Operate at the intersection of engineering and product development, translating business needs into scalable systems
• Design and develop contact center components using open-source communication frameworks
• Engineer IVR systems with speech recognition and conversational AI integrations
• Build APIs, microservices, and real-time processing capabilities for omni-channel interactions
• Partner with platform engineering, QA, and operations to deliver secure, reliable solutions
• Migrate legacy systems to open-source, cloud-native platforms
• Advance CI/CD, automated testing, and infrastructure-as-code practices
• Drive strategy to reduce vendor dependency and accelerate innovation

Requirements

• 10+ years of software engineering experience delivering enterprise-scale systems
• 5+ years of hands-on experience with Java and Spring Boot in production environments
• Proven ability to define and implement architecture for complex backend systems, including domain modeling, service decomposition, API design, event contracts, and data flows
• Experience with real-time communication technologies (WebSockets, Server-Sent Events, SIP, RTP, push notifications)
• Strong experience building cloud-native applications using microservices, containers, CI/CD pipelines, automated testing, observability, and production operations
• Hands-on experience using AI-assisted development tools (e.g., GitHub Copilot, Claude Code, OpenAI Codex) within real engineering workflows
• Deep understanding of secure engineering practices (authentication, authorization, encryption, secrets management, secure service-to-service communication, auditability)
• Strong ability to evaluate technical tradeoffs and make pragmatic architectural decisions balancing speed, quality, scalability, and maintainability
• Experience defining engineering standards across code quality, API design, testing, observability, and deployment practices
• Demonstrated ownership of features end-to-end (concept to design to development to deployment to production support)
• Proven ability to mentor engineers and elevate engineering excellence across teams
• Strong communication skills with the ability to clearly explain complex concepts to technical and non-technical stakeholders.