Principal Platform Engineer

What you will do:

• Own the technical vision, engineering roadmap and platform standards for cloud customer contact services across AWS, Amazon Connect and Salesforce Voice / Agent Desktop.
• Design and deliver secure, resilient Amazon Connect services, including contact flows, routing, queues, telephony integration, identity, encryption, recording, data retention and disaster recovery.
• Lead the integration of Amazon Connect with Salesforce Voice and the wider Salesforce platform, creating a coherent agent experience and reliable exchange of customer, interaction and case data.
• Build reusable infrastructure and deployment automation using infrastructure as code, CI/CD, APIs and scripting, reducing manual change and improving the consistency of platform environments.
• Engineer and govern supporting AWS services such as Lambda, API Gateway, EventBridge, S3, DynamoDB, Kinesis, CloudWatch, IAM and KMS to enable integrations, automation, analytics and operational control.
• Define observability and service management practices across the end-to-end platform, using metrics, logs, traces and operational dashboards to improve availability, performance and incident resolution.
• Embed security, privacy, compliance, auditability and cost controls into platform designs, ensuring that customer data and voice interactions are managed in line with enterprise and regulatory requirements.
• Act as the recognised technical authority for the platform: chair design reviews, provide final engineering assurance for material changes, lead resolution of critical incidents and systemic risks, and influence senior stakeholders and delivery partners to adopt the agreed technical direction.
• What are we looking for?
• Extensive, current hands-on platform engineering experience in AWS, with demonstrable accountability for the architecture and operation of secure, highly available, business-critical services at enterprise scale and for decisions with significant customer, operational or regulatory impact.
• Strong practical knowledge of Amazon Connect architecture and operations, including contact flows, routing, telephony, integrations, security, monitoring and service resilience.
• Experience integrating Amazon Connect with Salesforce Voice or comparable Salesforce Service Cloud capabilities, with an understanding of agent workflows, data models, APIs and event-driven integration.
• Strong engineering capability in infrastructure as code, CI/CD, APIs, serverless and event-driven services, together with observability, automated testing and secure software delivery practices.
• Proven Principal-level leadership, evidenced by setting multi-year technical strategy and engineering standards; making and defending high-consequence decisions under ambiguity; influencing directors, architects, product leaders and third parties without relying on line authority; and translating business, customer, risk and regulatory priorities into executable platform outcomes.
• A track record of identifying and resolving systemic engineering problems across multiple teams and platforms, simplifying complex estates and balancing near-term delivery with long-term maintainability, resilience and strategic alignment.
• How will we measure success?
• A secure, resilient and supportable cloud contact centre platform that meets agreed availability, performance, security and compliance expectations.
• Reliable integration between Amazon Connect, Salesforce Voice and dependent services, delivering consistent customer journeys and an effective agent experience.
• Faster and safer delivery through reusable infrastructure, automated deployments, quality controls and clearly governed platform patterns.
• Improved operational outcomes through end-to-end observability, proactive capacity and performance management, effective incident response and reduced recurrence of defects.
• Transparent and responsible platform consumption, with architecture and scaling decisions that balance customer value, service performance, risk and AWS and Salesforce cost.
• Stronger engineering capability through clear technical direction, effective mentoring, high-quality documentation and constructive leadership across teams and delivery partners.
• We want to hire the whole version of you.
• We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
• If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
• We’re reviewing applications as they come in, so apply early to avoid missing out.
• Find out more about working at Standard Life #LI-GJ1
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