Principal Software Engineer - AI & Contact Centre Transformation
Core
Design, build, and scale core AI-driven contact centre capabilities, including voice, chat, and customer experience orchestration, to create seamless, AI-first engagement models.
Role type
Principal Software Engineer (AI & Contact Centre Transformation)
Builds
Contact Centre as a Service (CCaaS) platforms, Dynamics 365 solutions, AI voice and chat agents, and customer experience orchestration systems.
Domain
Banking / Customer Experience / AI & Voice Technology
Deliverable
production ML models | product features
Required skills
Solution design for complex multi-channel systems, AI agent orchestration, voice platform integration, API design, cloud platform architecture, scalable engineering patterns, DevSecOps, CI/CD, observability, incident response, responsible AI implementation.
Preferred skills
Experience with Dynamics 365, CCaaS platforms, AI experimentation to production transition, mentoring engineering teams.
Technologies
Dynamics 365, CCaaS, AI voice platforms, APIs, cloud platforms.
Responsibilities
Lead end-to-end engineering delivery for contact centre platforms and AI voice/chat solutions; Design and implement AI agent orchestration, voice bots, routing, and conversation state management; Establish scalable patterns for voice platform integrations and AI experimentation; Champion DevSecOps, CI/CD, automated testing, observability, and responsible AI practices; Mentor engineers and uplift team capabilities.
Seniority
Principal, hands-on IC with strategic influence and mentorship
