Principal Platform Engineer - EIP / CCaaS

Job-ID: 32962Category: Platform EngineeringLocation: Vienna, VA, United States; Pensacola, FL, United StatesWorkplace: HybridSchedule: Full time, Regular HoursPosted: 2026-10-16Closes: 2026-10-31Targeted Salary Range: $133,000 - $208,500 annuallyThe 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.QualificationsBachelor's degree in Computer Science, Engineering, Information Systems, or related field, or equivalent professional experienceSignificant experience engineering and operating enterprise-scale cloud platformsStrong experience with Microsoft Azure and cloud-native engineeringHands-on experience with Microsoft Dynamics 365 Contact Center or Customer ServiceExperience with Power Platform and DataverseStrong experience designing and integrating REST APIs and enterprise servicesExperience with Azure DevOps, Git, CI/CD, automated deployments, and Infrastructure as CodeExperience building or operating mission-critical production systemsStrong understanding of enterprise security and identity patternsStrong troubleshooting and root-cause-analysis skillsExperience with voice, IVR, digital channels, routing, and contact-center integrationsExperience with Microsoft Copilot Studio and AI-enabled customer-service solutionsExperience with Microsoft Teams and enterprise telephonyExperience implementing observability using Azure Monitor and Application InsightsAbility to provide technical leadership across multiple engineering teams and technology domainsDesired QualificationsDeep experience implementing or operating Dynamics 365 Contact Center / CCaaS platformsExperience with large enterprise contact centersExperience with Azure API Management, Functions, Key Vault, and integration servicesExperience developing automated platform engineering capabilities using PowerShell, Azure CLI, Python, or similar toolsExperience engineering platforms within banking, financial services, or another highly regulated environmentMicrosoft Azure, Power Platform, Dynamics 365, or DevOps certifications are desirableAdditional InformationHours:Monday - Friday, 8:00AM - 4:30PMLocation:820 Follin Lane, Vienna, VA 221805510 Heritage Oaks Drive, Pensacola, FL 32526 ResponsibilitiesPlatform Engineering & Technical LeadershipServe 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 OperationsEstablish 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 CenterLead technical configuration and engineering of Dynamics 365 Contact Center capabilities supporting: VoiceChat and messagingDigital channelsIVR and virtual assistanceCopilot BotsIntelligent and skills-based routingAgent experiencesSupervisor experiencesInteraction managementReporting and analyticsEngineer 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 EngineeringDesign, deploy, and support platform components leveraging technologies such as:Microsoft AzureMicrosoft Entra IDMicrosoft DataversePower PlatformPower AutomateAzure FunctionsAzure API ManagementAzure Key VaultAzure Monitor / Application InsightsAzure DevOpsMicrosoft Teams / Teams Phone where applicableCopilot StudioDevSecOps & Platform AutomationEstablish 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 EngineeringEstablish reusable integration patterns between CCaaS and enterprise systems.Design and implement integrations using: REST APIsEvent-driven patternsAzure FunctionsAPI ManagementPower Platform connectorsDataverse integrationsEnsure 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 & ComplianceImplement secure engineering practices appropriate for a regulated financial-services environment.Partner with Cybersecurity and Enterprise Architecture on: Identity and access managementRole-based access controlSecrets and certificate managementEncryptionAPI securityNetwork securityLogging and monitoringData protectionAuditabilityEnsure solutions align with enterprise security, risk, architecture, and change-management standards.AI & Intelligent Contact Center CapabilitiesSupport 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.About the companyNavy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.Our approach to careers is simple yet powerful: Make our mission your passion.FORTUNE100 Best Companies to Work For 2025Yello and WayUp Top 100 Internship ProgramsComputerworld Best Places to Work in ITNewsweek Most Loved Workplaces2025 PEOPLE Companies That CareNewsweek Most Trustworthy Companies in AmericaMilitary Times 2025 Best for Vets EmployersBest Companies for Latinos to Work for 2025Forbes 2025 America’s Best Large EmployersForbes 2025 America's Best Employers for New GradsForbes 2025 America's Best Employers for Tech Workers2025 RippleMatch Campus Forward Award Winner for Overall Excellence Military.com Top Military Spouse Employers 2025 2025 Handshake Early Talent AwardFrom Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.