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.
ResponsibilitiesPlatform 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.
Bachelor's degree in Computer Science, Engineering, Information Systems, or related field, or equivalent professional experience
Significant experience engineering and operating enterprise-scale cloud platforms
Strong experience with Microsoft Azure and cloud-native engineering
Hands-on experience with Microsoft Dynamics 365 Contact Center or Customer Service
Experience with Power Platform and Dataverse
Strong experience designing and integrating REST APIs and enterprise services
Experience with Azure DevOps, Git, CI/CD, automated deployments, and Infrastructure as Code
Experience building or operating mission-critical production systems
Strong understanding of enterprise security and identity patterns
Strong troubleshooting and root-cause-analysis skills
Experience with voice, IVR, digital channels, routing, and contact-center integrations
Experience with Microsoft Copilot Studio and AI-enabled customer-service solutions
Experience with Microsoft Teams and enterprise telephony
Experience implementing observability using Azure Monitor and Application Insights
Ability to provide technical leadership across multiple engineering teams and technology domains
Desired Qualifications
- Deep experience implementing or operating Dynamics 365 Contact Center / CCaaS platforms
- Experience with large enterprise contact centers
- Experience with Azure API Management, Functions, Key Vault, and integration services
- Experience developing automated platform engineering capabilities using PowerShell, Azure CLI, Python, or similar tools
- Experience engineering platforms within banking, financial services, or another highly regulated environment
- Microsoft Azure, Power Platform, Dynamics 365, or DevOps certifications are desirable
Additional Information
Hours:
Monday - Friday, 8:00AM - 4:30PM
Location:
820 Follin Lane, Vienna, VA 22180
5510 Heritage Oaks Drive, Pensacola, FL 32526
About Us
Navy 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.
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- 2025 RippleMatch Campus Forward Award Winner for Overall Excellence
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- 2025 Handshake Early Talent Award
From 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 [email protected] or by calling 1-888-503-6013. 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.
Skills Required
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent professional experience
- Significant experience engineering and operating enterprise-scale cloud platforms
- Strong experience with Microsoft Azure and cloud-native engineering
- Hands-on experience with Microsoft Dynamics 365 Contact Center or Customer Service
- Experience with Power Platform and Dataverse
- Strong experience designing and integrating REST APIs and enterprise services
- Experience with Azure DevOps, Git, CI/CD, automated deployments, and Infrastructure as Code
- Experience building or operating mission-critical production systems
- Strong understanding of enterprise security and identity patterns
- Strong troubleshooting and root-cause-analysis skills
- Experience with voice, IVR, digital channels, routing, and contact-center integrations
- Experience with Microsoft Copilot Studio and AI-enabled customer-service solutions
- Experience with Microsoft Teams and enterprise telephony
- Experience implementing observability using Azure Monitor and Application Insights
- Ability to provide technical leadership across multiple engineering teams and technology domains
- Deep experience implementing or operating Dynamics 365 Contact Center or CCaaS platforms
- Experience with large enterprise contact centers
- Experience with Azure API Management, Functions, Key Vault, and integration services
- Experience developing automated platform engineering capabilities using PowerShell, Azure CLI, Python, or similar tools
- Experience engineering platforms within banking, financial services, or another highly regulated environment
- Microsoft Azure, Power Platform, Dynamics 365, or DevOps certifications
Navy Federal Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Navy Federal Credit Union and has not been reviewed or approved by Navy Federal Credit Union.
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Retirement Support — A pension alongside a strong 401(k) match and additional retirement programs makes long‑term value a standout element of the total package. This combination is positioned as a differentiator among private employers.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is complemented by on‑site health services at major campuses. Wellness resources and typical offerings like an EAP broaden the health support available.
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Parental & Family Support — Paid parental leave, plus adoption and surrogacy assistance, indicate meaningful support for growing families. Education assistance further extends family and life‑stage support.
Navy Federal Credit Union Insights
What We Do
Navy Federal Credit Union is the world's largest credit union with over 12 million members, over $160 billion in assets and over 22,000 employees. As a credit union, we have members, not customers. At our campuses in Vienna, VA, Pensacola, FL and Winchester, VA, and in our more than 350 branches, we serve the men and women of the Armed Forces, Department of Defense, veterans and their families. We deliver world-class service, rooted in the belief that it is an honor and privilege to serve our members. We are committed to providing our members outstanding financial products and services. Navy Federal offers a career, not just a job. We are proud of the robust Total Rewards package we offer to our employees, including competitive salaries, incentive programs, comprehensive medical, dental and vision benefits, retirement plans with employer match, award-winning training programs, professional development programs, tuition assistance, paid leave, and work/life programs. Federally insured by NCUA. Equal opportunity employer. Android™ is a trademark of Google, Inc. iPhone® is a registered trademark of Apple, Inc. iPad® is a registered trademark of Apple, Inc. App Store(SM) is a service mark of Apple, Inc. Message and data rates may apply. FORTUNE and 100 Best Companies to Work For are registered trademarks of Time Inc., and are used under license. FORTUNE and Time Inc., are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. For more info, visit navyfederal.org
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