Principal Engineer - Contact Centre Transformation
369
Principal engineer experience
Contact centre as a service (ccaas)
Dynamics 365 transformation
This role leads the engineering vision to reshape customer engagement across voice, chat, and digital channels using an AI-first model
Job Summary
This role leads the engineering vision to reshape customer engagement across voice, chat, and digital channels using an AI-first model.
The Principal Engineer will drive the end-to-end delivery of scalable contact centre capabilities including AI voice bots, routing, and conversation state management.
Candidates must champion DevSecOps practices while ensuring solutions are secure, reliable, and production-ready from day one.
Matching Summary
This role leads the engineering vision to reshape customer engagement across voice, chat, and digital channels using an AI-first model.
Skills & Requirements
Must-have
Principal Engineer experience
Contact Centre as a Service (CCaaS)
Dynamics 365 transformation
AI agent orchestration
Voice and chat integration
DevSecOps and CI/CD
Distributed systems architecture
Nice-to-have
Experience with Genesys or LivePerson
LLM integration and RAG expertise
Prompt engineering skills
Passion for AI-enabled transformation
Ability to work in ambiguity
Strong influence across stakeholders
Key Requirements
Experienced Principal Engineer or equivalent
Hands-on delivery capability in complex distributed systems
Proven ability to lead technical strategy and design