This role plays a critical part in:
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Leading engineering across Contact Centre as a Service (CCaaS) platforms and Dynamics 365 transformation
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Driving 3rd party AI voice platform integration and scalable voice capability
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Shaping end-to-end customer and colleague experience across voice, chat and assisted channels
You’ll work closely with product, design, data and engineering teams to deliver production-grade AI-enabled servicing capabilities, while influencing across architecture, risk and business stakeholders.
Your impact
You will:
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Lead solution design across APIs, AI agents, channel integration and cloud platforms
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Drive connected conversations — preserving customer context, intent and journey across channels
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Enable AI-led contact reduction, improved customer outcomes and better frontline experiences
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Build reusable engineering patterns that scale across voice, chat and AI-assisted servicing
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Ensure solutions are secure, reliable, observable and production-ready from day one
Key responsibilities
Design and implement:
AI agent orchestration, voice bots, routing and agent assist
Channel switching and conversation state management
Integration patterns across voice, chat, APIs and backend services
Champion:
DevSecOps, CI/CD, automated testing and release management
Observability, monitoring, incident response and SLOs
Responsible AI, privacy, security and operational resilience (including regulatory expectations)
We’re interested in hearing from people who
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Are experienced Principal Engineers (or equivalent) with hands-on delivery capability
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Have strong technical judgement and can lead complex design and troubleshooting
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Understand distributed systems, customer platforms and AI-enabled solutions
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Are comfortable working in ambiguity and driving clarity across complex initiatives
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Can influence across engineering, product, risk and senior stakeholders
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Are passionate about AI-enabled transformation, balanced with strong focus on reliability and risk management
Technical experience
Exposure to some of the following is beneficial:
AI & data:
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AI agents, LLM integration, RAG, prompt engineering
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AI evaluation, model monitoring and responsible AI controls
