Principal Site Reliability Engineer - Contact Center

Principal Engineer Site Reliability Engineering (SRE)

Wells Fargo is seeking a Principal Engineer focused on Site Reliability Engineering (SRE) in support of our Contact Center Technology Telephony, Workforce Management, Data and Reporting Platforms. The Principal Engineer must be able to perform thorough gap analysis of applications and implement or improve telemetry and affective alarming. This person will guide the SRE organization through Observability, Automation and Cloud Engineering transformation. The ideal candidate must have strong communication skills and the ability to mentor, provide expert advice and upskill peer platform engineers. The Principal Engineer will be called to production outage calls and be expected to reduce the mean time to resolve by providing senior level troubleshooting skills.

In this role, you will:

• Act as an advisor to leadership to develop or influence applications, network, information security, database, operating systems, or web technologies for highly complex business and technical needs across multiple groups.
• Lead the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, advanced analytical and inductive thinking.
• Translate advanced technology experience, an in-depth knowledge of the organizations tactical and strategic business objectives, the enterprise technological environment, the organization structure, and strategic technological opportunities and requirements into technical engineering solutions.
• Ensure high availability and performance of production systems through proactive monitoring and incident response.
• Design and implement scalability, reliability, and observability strategies for cloud and on-premise environments.
• Define SLIs (Service Level Indicators), SLOs (Service Level Objectives), and Error Budgets to improve system reliability.
• Provide vision, direction and expertise to leadership on implementing innovative and significant business solutions.
• Maintain knowledge of industry best practices and new technologies and recommend innovations that enhance operations or provide a competitive advantage to the organization.
• Strategically engage with all levels of professionals and managers across the enterprise and serve as an expert advisor to leadership.

Required Qualifications:

• 7+ years of Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 7+ years of experience leading observability and monitoring tooling.
• 7+ years in infrastructure (windows and Linux) support.
• 5+ years proven success in toil reduction initiatives.
• 5+ years in cloud application management.

Desired Qualifications:

• Focused on risk mitigation in Contact Center Data and Telephony Platforms.
• Experience in supporting WebRTC for browser based voice communications.
• Strong understanding of the OSI (Open Systems Interconnection) model.
• Ability to troubleshoot the network stack, operating system stack and middleware.
• Knowledge and understanding of AI capabilities.
• Ability to quickly script for new alarms and execute according to company approved alerting tools.
• Ability to dynamically engage and attend high impact production incidents and troubleshoot to resolution and provide immediate incident analysis both written and spoken.
• Has set up distributed tracing across an internet topology for full health check and with the ability to pinpoint problem source.
• Mentor the platform teams by training, documenting, certifying and building the teams skill set.
• Demonstrate knowledge/understanding of emerging technologies, industry trends, and outside perspectives, and communicate relevance to the organizations strategic and tactical goals.
• Lead proof of concepts and prototyping.
• Lead execution of critical/complex project deliverables.
• Strong communication with the ability to communicate on all levels of the organization.

Job Expectations:

• Willingness to work on-site at stated location on the job opening.
• This position offers a hybrid work schedule.
• This position is not eligible for Visa sponsorship.
• Relocation assistance is not available for this position.

Pay Range: $159,000.00 - $305,000.00

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Wells Fargo 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, status as a protected veteran, or any other legally protected characteristic.