Director, Software Development

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job
We're looking for a Director, Software Development to join our growing product development team. This is a great opportunity for an experienced leader to take ownership of project delivery and manage tasks to ensure they are completed on time.

As Director, Software Development, You Will…

• Conduct Business Analysis & Content Development.
• Manage Client Relationships & Communication.
• Oversee Day-to-Day Activities & Reporting.
• Perform Product Maintenance.
• Define and drive the company's technology roadmap in alignment with business objectives.
• Evaluate emerging technologies and tools to ensure continuous innovation.
• Establish and maintain software engineering best practices, coding standards, and architectural guidelines.
• Develop and deliver status reports and maintain accurate and up-to-date Project Control Workbook data.
• Assist in developing and recommending best practices and tools for project execution and management.
• Identify system deficiencies and implement effective solutions to address them.
• When necessary, develop, create scripts, and tests.
• Work with a team of individuals who provide Production Support and Maintenance, and some small enhancement implementation.
• Maintain and update standard documentation.
• Support users by responding within the designated SLA.
• Limit the number of false positive and false negative results of our automated regression tests
• Oversee end-to-end software development lifecycle (design, development, testing, deployment, maintenance).
• Ensure scalable, secure, and reliable system architecture and software delivery.
• Implement DevOps, CI/CD pipelines, and agile methodologies to improve productivity and quality.
• Partner with Product Management, Business, and Operations to align technical solutions with customer needs.
• Translate business requirements into technical execution strategies.
• Manage vendor relationships and third-party technology partnerships.
• Define technical KPIs and measure engineering effectiveness.
• Ensure compliance with security, regulatory, and data privacy standards.
• Anticipate risks and establish disaster recovery and business continuity plans. Prior leadership in a fast-paced, high-growth environment (startup or transformation projects).
• Scale SaaS or enterprise-grade software products.

As Director, Software Development, You Need…

• A bachelor's degree in Computer Science, Information Technology, or a closely related field is preferred.
• Minimum 12 years of experience in a Manager, Senior Manager, or Director position.
• At least 10 years of experience leading a development team.
• Prior leadership in a fast-paced, high-growth environment (startup or transformation projects).
• Familiarity with AI/ML, data platforms, and cybersecurity practices.
• Ability to inspire technical teams and influence executive-level decision-making.
• Knowledge in Open Source Technologies (NodeJS, ReactJS, JavaScript, HTML, CSS, TypeScript, Java, .NET etc.,)
• Experience writing relational database queries (MSSQL/MySQL).
• Experience writing NoSQL queries (MongoDB).
• Hands-on experience in the preparation of UML diagrams.