Principal, IT Software Engineer 2

The DIRECTV IT team builds experiences that efficiently offer our products to prospects, delight our customers, and create a connected omnichannel experience. Within this, the Existing Customer Lifecycle value stream builds experiences that enable customers to get the most from their DIRECTV service and empowers our front-line team members who help them with intelligent technology. Our scope includes customer-facing self-service capabilities on DIRECTV .com, our IVR (interactive voice response), and applications for our field technicians and customer care phone agents. We are seeking an expert and highly motivated IT Software Engineer Principal 2 to join our technology team. This pivotal role is responsible for driving the technical design, implementation, and reliability of our next-generation Customer Experience (CX) orchestration platforms, centered on AWS, Genesys Cloud, and Salesforce Service Cloud. The successful candidate will be a deep technical expert, leading the adoption of cloud-native development practices (AWS), advanced automation (Terraform, CI/CD), conversational AI, advanced routing (Genesys Cloud), and critical integrations with platforms like Salesforce Service Cloud. You will act as a senior technical leader, guiding global, cross-functional teams in an agile environment to ensure our mission-critical CX systems are scalable, secure, and highly performant. Here's what you'll do: Guide development and modernization of critical customer and agent facing app