Principal Engineer

The Role

We are seeking a seasoned and visionary Senior Principal Engineer to join our core Financial Engineering (Financial Operations):

Demonstrated expertise in monitoring and optimising cloud infrastructure costs (AWS/Azure/GCP) at a massive scale, encompassing cost attribution, budgeting, and the ability to make strategic architectural decisions that balance high performance and reliability with financial efficiency.

Responsibilities

• Product Design and Architecture:

  • Lead the design and architecture of our multi-tenant, highly available, and scalable Enterprise Contact Centre platform.
  • Define the technical vision and long-term architectural roadmap, ensuring alignment with business goals and industry best practices.
  • Architect and design core components, including but not limited to, omnichannel routing (voice, email, chat, social), Interactive Voice Response (IVR) systems, outbound dialers, and real-time and historical reporting and analytics.
  • Drive the evolution of our platform to incorporate emerging technologies such as AI/ML for intelligent routing, sentiment analysis, and workforce optimisation.

• Technical Influence and Evangelism:

  • Champion and evangelise modern software development methodologies, including Agile, and foster a culture of engineering excellence, innovation, and accountability.
  • Mentor and provide technical guidance to senior and junior engineers, fostering their growth and ensuring high-quality design and implementation.
  • Collaborate with product management, engineering teams, and other stakeholders to translate product requirements into robust and scalable technical solutions.
  • Act as a subject matter expert on contact centre technologies, representing the company at industry forums and with key customers and partners.

• Reliability and Accountability:

  • Take ultimate accountability for the reliability, performance, and scalability of the Enterprise Contact Centre product.
  • Establish and enforce service level objectives (SLOs) and service level indicators (SLIs) for the platform.
  • Proactively identify and mitigate technical risks, and lead the resolution of complex production issues.
  • Drive a culture of operational excellence and continuous improvement, leveraging data and feedback to enhance system performance.

• Performance Engineering and Stress Testing:

  • Hands-on experience with benchmarking, load testing, and performance tuning large-scale systems, identifying bottlenecks at the OS, network, and application layers beyond general reliability metrics

Qualifications

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• 8+ years of experience in software engineering, with at least 3 years in a senior architect or principal engineer role for an enterprise-grade product.
• Proven expertise in System Design and Architecture:
  • Demonstrated experience in designing and building large-scale, distributed, and highly available systems.
  • Strong understanding of microservices architecture, domain-driven design, and event-driven architectures.
  • Experience with public cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes).