Principal Platform Engineer - EIP / CCaaS

Navy Federal Credit Union

Summary

Overview

The Principal Platform Engineer - Experience Interaction Platform (EIP) / Contact Center as a Service (CCaaS) will serve as a senior technical leader responsible for engineering, integrating, automating, securing, and operating Navy Federal's enterprise contact center platform built on Microsoft Dynamics 365 Contact Center and the Microsoft cloud ecosystem.

This role will provide hands-on technical leadership across platform engineering, DevSecOps, integration, observability, reliability, environment management, and production operations. The Principal Platform Engineer will partner closely with Enterprise Architecture, Product, SRE, Cybersecurity, Infrastructure, Network/Telephony, application teams, Microsoft, and implementation partners to deliver a secure, scalable, resilient, and supportable interaction platform.

Responsibilities

• Platform Engineering & Technical Leadership

• Serve as a technical leader and subject-matter expert for the EIP/Microsoft CCaaS platform.

• Engineer and maintain the enterprise implementation of Microsoft Dynamics 365 Contact Center and supporting Azure services.

• Establish reusable platform engineering patterns, standards, guardrails, and automation.

• Translate enterprise architecture and product requirements into scalable platform capabilities.

• Provide technical direction across development, integration, testing, deployment, and production operations.

• Drive engineering decisions around scalability, resiliency, maintainability, security, and operational support.

• Reliability, SRE & Production Operations

• Establish production readiness and Site Reliability Engineering practices for EIP.

• Define platform SLIs, SLOs, monitoring, alerting, and operational health metrics.

• Implement end-to-end observability across CCaaS, integrations, Azure services, APIs, and dependent systems.

• Lead technical troubleshooting of complex production issues.

• Establish runbooks, dashboards, operational procedures, and automated recovery capabilities.

• Participate in incident response, root-cause analysis, problem management, and continuous improvement.

• Identify recurring incidents and engineer systemic fixes instead of relying on manual operational processes.

• Partner with Microsoft and other technology providers on platform defects, service incidents, capacity, and technical escalations.

• Microsoft Dynamics 365 Contact Center

• Lead technical configuration and engineering of Dynamics 365 Contact Center capabilities supporting:

• Voice

• Chat and messaging

• Digital channels

• IVR and virtual assistance

• Copilot Bots

• Intelligent and skills-based routing

• Agent experiences

• Supervisor experiences

• Interaction management

• Reporting and analytics

• Engineer integrations between Dynamics 365 Contact Center and enterprise applications, APIs, data platforms, identity services, and CRM capabilities.

• Dynamics 365 Contact Center supports voice, SMS, web, mobile, email, and social engagement, as well as unified routing and supervisor/operational capabilities.

• Azure & Microsoft Platform Engineering

• Design, deploy, and support platform components leveraging technologies such as:

• Microsoft Azure

• Microsoft Entra ID

• Microsoft Dataverse

• Power Platform

• Power Automate

• Azure Functions

• Azure API Management

• Azure Key Vault

• Azure Monitor / Application Insights

• Azure DevOps

• Microsoft Teams / Teams Phone where applicable

• Copilot Studio

• DevSecOps & Platform Automation

• Establish CI/CD pipelines and automated deployment processes for EIP/CCaaS platform components.

• Implement Infrastructure as Code and configuration-as-code where appropriate.

• Automate environment provisioning, configuration, release management, validation, and operational activities.

• Establish source control, branching, versioning, and release-management standards.

• Implement deployment controls and promotion patterns across development, test, staging, and production environments.

• Embed security and quality controls into CI/CD pipelines.

• Reduce manual platform administration through engineering and automation.

• Integration Engineering

• Establish reusable integration patterns between CCaaS and enterprise systems.

• Design and implement integrations using:

• REST APIs

• Event-driven patterns

• Azure Functions

• API Management

• Power Platform connectors

• Dataverse integrations

• Ensure integrations meet performance, resilience, security, observability, and supportability requirements.

• Work with architecture teams to minimize point-to-point integrations and encourage reusable enterprise services.

• Security & Compliance

• Implement secure engineering practices appropriate for a regulated financial-services environment.

• Partner with Cybersecurity and Enterprise Architecture on:

• Identity and access management

• Role-based access control

• Secrets and certificate management

• Encryption

• API security

• Network security

• Logging and monitoring

• Data protection

• Auditability

• Ensure solutions align with enterprise security, risk, architecture, and change-management standards.

• AI & Intelligent Contact Center Capabilities

• Support engineering and integration of Copilot and AI-enabled capabilities within EIP.

• Partner with AI architecture and governance teams to integrate enterprise virtual assistants and agent-assist capabilities.

• Enable governed integration between CCaaS, enterprise knowledge, Copilot Studio, APIs, and approved AI services.

• Ensure AI integrations follow enterprise security, data, observability, and governance standards.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field, or equivalent professional experience
• Significant experience engineering and operating enterprise-scale cl