Systems Software Principal Engineer
Systems Software Principal Engineer
Attract, develop & engage a world-class workforce
For more than 30 years, TTEC has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TTEC designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.
Our capabilities include
• Design: Customer Strategy Services
• Enable: Customer Technology Services
• Manage: Customer Management Services
• Grow: Customer Growth Services
Position Summary
The Systems Software Principal Engineer provides enterprise-level technical leadership for TTEC’s core systems, identity, messaging, endpoint, automation, and infrastructure platforms. This role owns architectural direction, lifecycle strategy, modernization roadmaps, platform resilience, and engineering standards for services that support a highly distributed global environment. The Principal Engineer defines reference architectures, guides security-by-design practices, influences cross-functional technical decisions, and provides Tier 4 escalation support for the most complex service reliability and platform issues. This role partners across Infrastructure, Information Security, Networking, Operations, and business technology teams to align technical strategy with enterprise outcomes while mentoring senior engineers and raising the overall maturity of engineering practices.
• Enterprise directory services, including Active Directory, DNS, DHCP, Group Policy, PKI, clustering, and domain services architecture
• Endpoint and systems management, including Microsoft Intune, Configuration Manager, Tanium, PowerShell, and automated deployment practices
• Identity and access management, including hybrid identity, Microsoft Entra ID, MFA, Ping, Okta, privileged access, and identity governance
• Cloud and hybrid platform integration, including Microsoft 365, Azure, Microsoft Entra ID, Google Cloud Platform, and on-premises Active Directory
• Messaging and collaboration platforms, including Exchange Online, Microsoft 365, Proofpoint, and Google Workspace
• Security, audit, and compliance programs, including FedRAMP, PCI, CAP, HIPAA, SOX, vulnerability management, patching, monitoring, and reporting
• Storage, backup, recovery, and disaster recovery platforms, including Cohesity, NetApp, replication, recovery validation, and service continuity planning
• Virtualization and platform infrastructure, including Nutanix, VMware, Hyper-V, high availability, capacity planning, and service reliability engineering
Duties & Responsibilities
• Own enterprise architecture, technical strategy, and lifecycle direction for highly distributed systems, identity, endpoint, messaging, and infrastructure platforms
• Define and maintain reference architectures, engineering standards, governance models, and technical patterns that promote consistency, resilience, security, and operational excellence
• Provide Tier 4 escalation support for the most complex Windows, identity, messaging, endpoint, cloud integration, and platform reliability issues
• Lead modernization initiatives across legacy and hybrid platforms, including automation strategy, platform rationalization, cloud integration, and lifecycle risk reduction
• Establish automation, scripting, and repeatable engineering practices using PowerShell and related tooling to improve reliability, speed, compliance, and operational efficiency
• Drive security-by-design practices across platform architecture, change design, access control, vulnerability remediation, compliance readiness, and customer data protection
• Partner with Information Security, Networking, Operations, Application, and business technology teams to deliver integrated solutions that meet performance, compliance, security, and business continuity objectives
• Govern system changes, design reviews, release readiness, and operational handoffs in accordance with TTEC standards and enterprise change practices
• Create and maintain engineering documentation, support models, knowledge articles, and operational playbooks for Tier 1 through Tier 4 support teams
• Improve service reliability through monitoring, alerting, observability, capacity planning, incident trend analysis, problem management, and proactive risk mitigation
• Mentor senior engineers through architecture reviews, technical coaching, standards adoption, troubleshooting strategy, and knowledge sharing
• Participate in an on-call rotation and provide after-hours support for critical incidents, major escalations, and business-impacting platform events as required
Basic Qualifications
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent combination of education and progressive enterprise systems engineering experience
• 10+ years of progressive systems engineering experience supporting enterprise-scale Windows Server, identity, endpoint, messaging, cloud integration, and infrastructure platforms
• Expert-level knowledge of Active Directory, Group Policy, DNS, DHCP, PKI, LDAP, ADSI, clustering, domain services design, and enterprise directory governance
• Expert-level experience with hybrid identity, Microsoft Entra ID, Microsoft 365, Exchange Online, endpoint management, Microsoft Intune, Configuration Manager, and enterprise access management practices
• Advanced scripting and automation experience using PowerShell and related tools to design, deploy, govern, and operate repeatable enterprise engineering solutions
• Deep understanding of Windows Server, IIS, Hyper-V, load balancing, LAN/WAN dependencies, shared storage, replication, and highly available platform design
• Demonstrated ability to design and govern high availability, disaster recovery, backup, recovery validation, monitoring, alerting, and service reliability practices
• Strong understanding of security, compliance, vulnerability management, privileged access, audit readiness, and regulatory frameworks including FedRAMP, SOX, HIPAA, PCI, and related reporting obligations
• Experience defining architecture, technical standards, support models, operational documentation, and governance practices across enterprise platforms
• Strong working knowledge of IT service management frameworks such as ITIL, including incident, problem, change, configuration, and service continuity practices
• Proven ability to influence cross-functional stakeholders, lead technical decision-making, and translate ambiguous business or operational needs into scalable engineering outcomes
• Experience leading complex enterprise initiatives, mentoring senior engineers, coordinating customer-facing or internal projects, and driving outcomes across multiple technical teams
Preferred Qualifications
Advanced Microsoft certifications such as Microsoft Certified: Azure Solutions Architect Expert, Microsoft 365 Certified: Administrator Expert, Microsoft Certified: Identity and Access Administrator Associate, or equivalent credentials
Experience with Infrastructure as Code tools and practices such as Terraform, Bicep, ARM templates, configuration automation, CI/CD pipelines, and Git-based change management
Familiarity with platform engineering patterns, internal developer platforms, containerization, orchestration, Docker, Kubernetes, and modern operating models for infrastructure delivery
Practical experience with backup, storage, virtualization, identity provider, monitoring, alerting, and security platforms such as Cohesity, NetApp, Nutanix, VMware, Ping, Okta, Proofpoint, and enterprise observability tools
Responsible use of AI-enabled engineering tools to improve documentation, automation, troubleshooting, operational analysis, and engineering productivity while maintaining governance and data protection standards
What Sets You Apart
Enterprise technical breadth with the depth to guide architecture across systems, identity, endpoint, messaging, automation, security, and infrastructure platforms
Ability to define ambiguous problems, create technical direction, and make sound architectural decisions in complex enterprise environments
Trusted technical judgment with the ability to balance reliability, security, cost, modernization, operational impact, and business outcomes
Leadership through influence, including mentoring senior engineers, guiding technical reviews, building alignment, and raising engineering standards across teams
Strong cross-functional partnership with the ability to connect strategy, architecture, governance, operations, and execution to deliver measurable enterprise outcomes
Employment Requirements: TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.
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