Western Alliance Bancorp

3 days ago

Principal Engineer I - Contact Center Technology & Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Lead large, complex design efforts for transforming the bank’s contact center operations, improving phone/messaging, IVR, call routing, and AI/bot experiences. Serve as a domain SME to ensure solutions are safe, secure, compliant, and reliable, translating requirements with business sponsors and collaborating across teams. Build measurement dashboards, produce solution documentation, implement safety and data recovery plans, and advance agile/Scrum execution while mentoring a junior engineer.

Location: Phoenix, Dallas

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Provide SME expertise in contact center technology and adjacent domains to ensure solutions are safe, secure, compliant, and reliable.
•Own large and complex solution designs and documentation that can be handed off to lower-level engineers, promoting platform reuse.
•Review technical plans from lower-level engineers and analysts to ensure design quality and ability to meet business volumetrics.
•Build measurement dashboards to deliver performance insights for key banking applications supporting operational results.
•Implement safety procedures and data recovery plans; ensure risk management and security controls align with the Bank’s risk appetite and applicable regulations.

Pay and Benefits

Perks:Health InsuranceDentalTime Off401kTuition AssistanceEmployee VolunteerWellness Stipend

Key Requirements

•8+ years of related experience.
•Bachelor’s degree in a related field; Masters or MBA preferred.
•Strong expertise in Genesys Cloud contact center technologies, including backend telephony infrastructure architecture.
•Expertise in Genesys Cloud AI features and automated deployments using CI/CD with Azure DevOps pipelines and Terraform.
•Advanced knowledge of regulatory and legal compliance obligations and risk management processes; experience aligning transformations with banking regulations.

Experience:8+ yearsFinancial servicesBankingContact center

Education:Bachelor's

Skills:CommunicationPresentationsRisk managementCross-functional collaborationMentorship

Certifications:Genesys Cloud Certifications

Tech Stack:Genesys CloudIVRAI/botsAzure DevOpsCI/CDTerraformDynamics365 CRMServiceNowAgileScrum

Company Brief

Western Alliance Bancorp

Bank holding company that provides commercial banking, mortgage banking, treasury management, and specialized financial services through its Western Alliance Bank subsidiaries. Serves businesses, real estate clients, and consumers across the United States.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Phoenix, United States

Founded: 1994

Website LinkedIn

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Western Alliance Bancorp

3 days ago

Principal Engineer I - Contact Center Technology & Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Location: Phoenix, Dallas

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Provide SME expertise in contact center technology and adjacent domains to ensure solutions are safe, secure, compliant, and reliable.
•Own large and complex solution designs and documentation that can be handed off to lower-level engineers, promoting platform reuse.
•Review technical plans from lower-level engineers and analysts to ensure design quality and ability to meet business volumetrics.
•Build measurement dashboards to deliver performance insights for key banking applications supporting operational results.
•Implement safety procedures and data recovery plans; ensure risk management and security controls align with the Bank’s risk appetite and applicable regulations.

Pay and Benefits

Perks:Health InsuranceDentalTime Off401kTuition AssistanceEmployee VolunteerWellness Stipend

Key Requirements

•8+ years of related experience.
•Bachelor’s degree in a related field; Masters or MBA preferred.
•Strong expertise in Genesys Cloud contact center technologies, including backend telephony infrastructure architecture.
•Expertise in Genesys Cloud AI features and automated deployments using CI/CD with Azure DevOps pipelines and Terraform.
•Advanced knowledge of regulatory and legal compliance obligations and risk management processes; experience aligning transformations with banking regulations.

Experience:8+ yearsFinancial servicesBankingContact center

Education:Bachelor's

Skills:CommunicationPresentationsRisk managementCross-functional collaborationMentorship

Certifications:Genesys Cloud Certifications

Tech Stack:Genesys CloudIVRAI/botsAzure DevOpsCI/CDTerraformDynamics365 CRMServiceNowAgileScrum

Company Brief

Western Alliance Bancorp

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Phoenix, United States

Founded: 1994

Website LinkedIn