Principal Engineer

The Principal Engineer is the Lead Technical Engineer for Contact Centre Solutions (CCS) and resides at the CCS leadership level. They are the recognised expert and go-to contact point for all technical and functional aspects of the CCS’s domain. 

CCS covers a broad range of technology that supports the contact centres including all voice service, messenger, virtual assist, and agent tooling. Our specific technologies include, GCP, Twilio, Conversational AI, Genesys Cloud (GC3), Azure, Java, Javascript, CSS and HTML. 

The Principal Engineer works closely with the CCS’s Delivery Lead, Lead Product Owner, solution/Enterprise Architects and Head of Capabilities in developing the CCS’s roadmap, therein assessing engineering constraints and quality assurance gates. Such plans must align to the target architecture and engineering strategies. In that regard, the role holder is expected to contribute to and implement the best practices, standards and technical improvements as agreed by the Head of Capabilities and relevant chapter leads in the CCS.

The Principal Engineer is enthusiastic about adopting new industry best practices in concepts and methodologies. In this respect, they are very visible in both internal and external communities.

Working across and with the wider technology organisation, they will help remove technology and engineering related impediments, resolve technical constraints and escalations, and be a champion for the technology excellence within Business Technology Group. 

Accountabilities

• Accountable for detailed design, engineering, and quality of the technical delivery of the CCS.
• Ensuring technical designs, solutions and capabilities support the delivery of the business strategy.
• Accountable owner and role model for living the following values: productivity, quality, transparency, and openness over internal politics.
• Providing open and effective communication channels leading to greater knowledge transfer across the CCS.
• Ensuring that each technical solution follows architectural governance processes as set out by the CTO function and supports on ensuring that technology choices and implementations align with technology roadmaps and architecture strategy.
• Driving continuous improvements, aligned to the engine.ering strategy to the processes for the CCS resulting in increased efficiency or enabling greater ROI.
• Managing the technical debt process and level resulting in ownership over specific epics that address technical debts ensuring that solutions do not result in uncontrolled technical debt.

Responsibilities

• Providing leadership and mentoring to the engineering community within the CCS.
• Leading on the creation of technical solutions for the CCS epics/stories, collaborating across the teams to ensure solutions are delivered to an agreed schedule and level of quality.
• Providing estimates for user stories with a specific view on technical complexities and dependencies, supporting the Head of Delivery with planning
• Providing technical leadership and engineering guidance to engineers in the CCS resolving technical constraints and roadblocks faced by the Squads.
• Owning technical risks/issues and plans mitigation action at the CCS level.
• Ensuring that the technical team is working to help achieve the technology strategy of Admiral UK and is an active contributor to the strategic agenda.
• Owning technical dependencies and provide input to Quarterly CCS Alignment, Monthly CCS Planning, and Sprint Planning.
• Identifying and implementing continuous improvements to the engineering processes for the CCS resulting in increased efficiency or enabling greater ROI.
• Managing specific epics that address technical debts ensuring that solutions do not result in uncontrolled technical debt.
• Taking ownership in resolving technical impediments for the CCS.
• Responsible for TDA for the CCS to make sure all technical designs new and old pass through with the correct details.

Key interactions

• Coaches engineers and technical people in the CCSs.
• Collaborates and consults with Architecture, specifically the assigned architecture Leads.
• Collaborates and consults with technical governance functions e.g., InfoSec, Data Governance etc.
• Collaborates and consults with Heads of Capabilities for engineering excellence.
• Support Head of Product and Head of IT Delivery and Delivery Lead in CCS level planning.
• Dotted line into the Chief Engineer and is part of the extended leadership team.

Knowledge and Experience Required

• Extensive knowledge and experience in design and development with the following: Java; Javascript; CSS and HTML; Twilio; Conversational AI; Cloud applications and services such as GCP and Azure; Terraform; CCAI Dialogue Flow ES and CX; CCAI Insights/ Big Query and NiFi
• CCaas Technology – (Genesys Cloud (GC3) would be an advantage)
• Chatbot / Robotics development and capabilities
• Coaching and mentoring teams 
• Knowledge and experience with third party service providers including facilitation of RFP, onboarding, and performance management (design of SLA and overall KPI)
• Previous experience of collaborating with architecture functions to deliver solutions aligned with technology roadmaps and Enterprise Architecture strategies.
• Previous experience of managing and eliminating technical debt
• Previous experience of Scaled Agile practices and ways of working
• Experience and awareness of IT architectural governance, standards, and methodology
• Experience and knowledge of CISO governance frameworks, standards, controls, and auditing documentation covering both business and technology solutions currently within product backlogs.
• Knowledge of insurance technologies preferred e.g., Guidewire core and digital products.
• Knowledge and experience in the use of tools such as: Jira, Confluence etc

Professional Training Requirements

• Specific domain, technology type qualifications dependent upon expected backlog technical outcomes (subject matter qualifications)
• Professional Cloud Solutions Architect Certification – example for Cloud based professional qualification.
• TOGAF 9.0 (desirable)
• SAFe® 5 Agilist certification or equivalent (desirable)

Interview Process
There will be a three-stage interview process. Interviews will take place via MS Teams and will take place throughout January and February.

Location

For Hybrid workers (within a 50-mile radius of our Cardiff HQ) there is an expectation to work from the office twice a month.  For remote workers (outside of a 50-mile radius of our Cardiff HQ) there is an expectation to attend the office a handful of times a year when required (i.e big meetings, workshops etc).

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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