layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Principal Platform Engineer – EIP / CCaaS at Navy Federal Credit Union

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.

Principal Platform Engineer – EIP / CCaaS

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