Summary
✨ AI‑Generated
Take ownership of the architecture and development of a cloud-native contact center platform operating continuously at large scale. Lead important engineering decisions, build reliable production systems, and contribute to technology that enables organizations to deliver modern customer interactions.
Highlights
Principal-level engineering opportunity with ownership of architecture and development for a cloud-native, always-on platform serving thousands of customer service users, with significant technical impact.
Description
You probably remember the best interaction you’ve ever had with a company, and the worst one too.
But what makes one customer journey feel effortless, personal and relevant, while another feels slow, generic and frustrating?At CM.com, we help businesses worldwide elevate their customer interactions.
With our AI-powered Customer Engagement Platform, we connect conversations, customer data and payments through AI Agents.
This allows companies to create more intuitive, personal customer journeys and accelerate their growth.“The entire customer journey.
One platform”All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.We're looking for a Principal Engineer to join the Mobile Service Cloud development team.What you will doYou'll take ownership of the development and architecture of Mobile Service Cloud, our cloud-native contact centre platform that runs 24/7, supporting thousands of customer service agents and resolving millions of inquiries.
Trusted by brands like Auping, Fleurop, Revolution Beauty, AS Watson, and Yoursurprise, it consolidates channels like Email, Phone, Live Chat, WhatsApp, Facebook Messenger, RCS, and Native Voice into a single service inbox.
The future of customer service is automation and AI.
We're continuously innovating, leveraging technologies like HALO, our own agentic platform, to build intelligent agents that handle inquiries autonomously and free up human agents for complex work.
With a talented team of 7 developers in Arnhem, we work together to build new features, refine existing ones, and make the product ready for new opportunities.
Whether it’s introducing workforce management tools or leveraging AI for smarter workflows, you’ll play a key role in shaping the future of customer service software.
Mobile Service Cloud doesn't operate in isolation.
It needs to integrate seamlessly with other CM Product such as the Marketing Cloud, Customer Data platform, the Conversational Router and HALO.
That requires a helicopter view: you understand how these products connect at an architectural level and actively shape those decisions: together with the Principals from other Engage product teams.
You also weigh in on shared choices around IT infrastructure, AI tooling, and cost efficiency.About the Tech-stackCM.com runs a broad and diverse technology landscape from Java and .NET to Rust across a hybrid infrastructure that combines our own worldwide data centres with cloud-based microservices.
Mobile Service Cloud runs on Azure microservices.For this role specifically: you'll mainly work in .Net backend using SQL and Entity Framework.
Also, we're leading a frontend renewal from legacy jQuery to Vue 3.That’s why you ideally haveA strong software engineering background with proven experience on highly complex, large-scale productsTechnology-agnostic thinking: your seniority and AI fluency let you navigate and add value in any stackA backend focus, with openness to frontend work in Vue.jsSolid familiarity with Microsoft Azure or comparable cloud platforms, plus Docker, Kubernetes, and microservicesAI fluency and a hands-on attitude toward AI-assisted developmentA team-player mentality with a commitment to quality and a growth-oriented attitudeFluency in both Dutch and EnglishThe reality at CM.comWe believe honesty creates better matches.
So here it is:You work on-site with your team, collaboration happens face to face.Priorities can shift quickly as technology and insights evolve.AI will change how your role looks, fast.
Some tasks you do today may disappear next year.We move before everything is finished or polished.For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.
If that excites you, you’ll probably feel at home here.
If you’re looking for predictability and fixed boundaries, this may not be the right place.
