Principal Engineer I - Contact Center Technology & Operations

Western Alliance Bancorp
Phoenix, Dallas
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Presentations","Risk management","Cross-functional collaboration","Mentorship"]

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.

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FursaFursa
Western Alliance Bancorp
Western Alliance Bancorp
1 month ago

Principal Engineer I - Contact Center Technology & Operations

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 minutes 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
WebsiteLinkedIn