Principal Software Engineer, Dev

ibex. is seeking a technically strong and experienced Principal Software Engineer to lead the design, development, integration, and deployment of enterprise-grade AI-powered voice and digital agent solutions for clients. The role combines deep software engineering expertise, AI agent development, solution architecture, and client-facing technical leadership. The Principal Software Engineer will work closely with clients and cross-functional teams to understand complex business requirements, define technical solutions, guide implementation, and ensure successful delivery of scalable and production-ready AI solutions. The role also serves as a technical leader for the engineering team, establishing reusable patterns, driving engineering best practices, and mentoring engineers across AI agent development and integrations. Lead the technical design and architecture of AI-powered voice and digital agent solutions for enterprise clients. Work directly with clients and business stakeholders to understand complex requirements and translate them into scalable technical solutions. Design conversational architectures including agent personas, prompts, conversation journeys, workflows, business rules, tools, and integrations. Build and customize AI agents using enterprise AI platforms, while determining where platform capabilities should be extended through custom engineering. Design and develop complex integrations using TypeScript/JavaScript, REST APIs, webhooks, SDKs, and JSON-based interfaces. Define integration patterns for enterprise systems, authentication, data exchange, backend services, and external APIs. Apply advanced prompt engineering, RAG, context design, tool/function calling, and AI agent patterns to solve complex use cases and improve solution quality. Lead technical troubleshooting and resolution of complex issues spanning AI platforms, integrations, backend systems, data flows, and production environments. Establish technical standards, reusable components, frameworks, and integration patterns that can be leveraged across multiple client implementations. Lead technical discussions, architecture reviews, solution walkthroughs, client demos, and technical UAT activities. Partner with Product, Engineering, QA, Solutions, and client technical teams throughout the solution lifecycle from discovery through production deployment. Review technical implementations and provide guidance to SSEs and other engineers to ensure quality, scalability, maintainability, and adherence to engineering standards. Mentor and coach engineers on AI agent development, integrations, debugging, solution design, and engineering best practices. Identify technical risks, dependencies, and scalability concerns early and drive appropriate mitigation strategies. Evaluate new AI capabilities, platform features, SDKs, and integration approaches and determine their applicability to client solutions. Drive continuous improvement in solution delivery by identifying opportunities for automation, standardization, and reuse. Bachelor’s degree in Computer Science, Software Engineering, IT, or a related field. 5-7 years of experience in software engineering, backend development, technical solution delivery, or related engineering roles. Demonstrated experience leading the technical design and delivery of complex software or AI solutions. Strong hands-on expertise in TypeScript/JavaScript. Strong experience with REST APIs, webhooks, SDKs, JSON, Git, SQL/databases, and backend integrations. Strong practical experience with Generative AI, LLMs, conversational AI, prompt engineering, RAG, and AI agent architectures. Hands-on experience building and deploying AI agents, chatbots, voicebots, or enterprise automation solutions. Experience working with low-code/no-code AI platforms and extending their capabilities through custom engineering. Strong understanding of integration architecture, authentication, data flows, asynchronous communication, and enterprise system integration. Understanding of voice and telephony concepts including SIP, IVR, call routing, transfers, and related integrations is desirable. Strong analytical and problem-solving skills with the ability to diagnose complex technical and production issues. Excellent communication and stakeholder management skills with demonstrated experience working directly with enterprise clients. Ability to lead technical discussions and influence solution decisions across engineering, product, business, and client teams.Demonstrated ability to mentor engineers and raise engineering standards across a team.