**Job Posting: Principal Software Engineer, Contact Centre Innovation**

**Location:** Hybrid (Home/Office)

**Overview:**
Join our dynamic team as a Principal Software Engineer and play a crucial role in shaping the future of our contact center technology on a global scale. This position offers the opportunity to lead technical delivery, drive innovation, and enhance customer experiences through cutting-edge solutions.

**Job Description:**
As a Principal Software Engineer, you will lead our Contact Centre Innovation and Engineering Practices team. You will be instrumental in implementing cloud capabilities and spearheading GenAI solutions across our contact centers in Canada, Asia, and the US. The ideal candidate will have a proven track record of delivering large-scale, complex software systems and a passion for emerging technologies.

**Key Responsibilities:**
- Lead the design, development, and rollout of GenAI innovations and foundational cloud capabilities, including Amazon Connect.
- Research and pilot the latest GenAI technologies and evaluate their benefits for the organization.
- Collaborate with cross-functional teams to define and implement software delivery, cloud, GenAI, and DevOps processes.
- Champion continuous improvement and foster innovation within the team.
- Collect metrics and build reports on industry call center indicators to drive technical and business decisions.
- Work closely with the Contact Centre Platform Owner and Leads to design solutions that align with the platform capabilities roadmap.
- Create and maintain technical design artifacts for application functionality, solution designs, data models, interfaces, and integrations.
- Provide technical leadership and coaching to ensure adoption of coding best practices within the team.
- Drive the implementation of DevOps practices and tools to enhance automation and reduce risk.
- Stay current with advancements in cloud technologies, AWS services, and AI/ML.
- Promote a learning environment to develop team member skills aligning with industry developments.

**Qualifications:**
- Bachelor’s degree in Computer Science or a relevant field.
- 10+ years of experience in senior engineering and technology roles.
- Contact center experience with hands-on development experience with Amazon Connect (or relevant CCaaS).
- Deep expertise in cloud technologies, particularly AWS services and AI/ML applications.
- Hands-on experience with Java, Python, Lambda functions, and APIs.
- Strong communication skills to articulate complex technical concepts to both technical and non-technical stakeholders.
- Extensive experience with DevOps culture, tools, and best practices.
- Proven leadership ability to guide cross-functional teams.
- Strong problem-solving abilities and experience in conflict resolution.
- Commitment to fostering a collaborative team culture.

**What We Offer:**
- Recognition as a 2024 Best Workplace in Ontario by Great Place to Work® Canada.
- Top-level certification for Mental Health at Work® from Excellence Canada.
- Various wellness programs supporting mental, physical, and financial health.
- Opportunities for career advancement and networking.
- Flexible work environment tailored to business and client needs.

**Additional Information:**
- As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance prior to the start date.
- Salary Range: $84,000 - $138,000
- Posting End Date: 08/01/2025

We welcome applications from qualified individuals from all backgrounds. If you need accommodation in the application process, please contact us.

**Application Process:**
We thank all applicants for their interest. Only those selected for an interview will be contacted.