This role plays a critical part in:

• Leading engineering across Contact Centre as a Service (CCaaS) platforms and Dynamics 365 transformation
• Driving 3rd party AI voice platform integration and scalable voice capability
• 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.

You will:

• Lead solution design across APIs, AI agents, channel integration and cloud platforms
• Drive connected conversations — preserving customer context, intent and journey across channels
• Enable AI-led contact reduction, improved customer outcomes and better frontline experiences
• Build reusable engineering patterns that scale across voice, chat and AI-assisted servicing
• Ensure solutions are secure, reliable, observable and production-ready from day one

• Lead end-to-end engineering delivery across:

  • Contact centre platform capabilities (Dynamics 365, CCaaS)

  • AI voice and chat solutions

  • Customer and colleague experience platforms

• 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

• Establish scalable patterns for:

  • Voice platform integrations and commercial models

  • AI experimentation evolving into production-grade solutions

• 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)

• Collaborate across engineering, product and design to ensure cohesive customer journeys and measurable outcomes

• Mentor engineers and uplift engineering capability across the team

• Are experienced Principal Engineers (or equivalent) with hands-on delivery capability
• Have strong technical judgement and can lead complex design and troubleshooting
• Understand distributed systems, customer platforms and AI-enabled solutions
• Are comfortable working in ambiguity and driving clarity across complex initiatives
• Can influence across engineering, product, risk and senior stakeholders
• Are passionate about AI-enabled transformation, balanced with strong focus on reliability and risk management

Exposure to some of the following is beneficial:

• Contact centre & communication platforms:

  • Dynamics 365 Contact Centre, Genesys, LivePerson, Nuance

  • Voice, IVR, chat, messaging and routing systems

• AI & data:

  • AI agents, LLM integration, RAG, prompt engineering
  • AI evaluation, model monitoring and responsible AI controls

• Engineering & architecture:

  • Distributed systems, APIs, event-driven architecture
  • Cloud platforms (AWS / Azure), infrastructure as code
  • Programming languages such as Python, TypeScript, Java or C#

• Practices:

  • DevSecOps, CI/CD, automated testing
  • Observability, reliability engineering and production support