Senior Engineering Manager

The role will be responsible for managing the engineering teams responsible for a set of application in the contact center space for ford credit

•    The Software Engineering Manager will  manage a team of  8-16 team members and collaborate directly and continuously with Software Engineers, Product Managers, Designers and Product Owners to build, validate and release software products early and often in a dynamic and collaborative environment.

Roles and Responsibilities:

•    The role will be responsible for managing the engineering teams responsible for a set of application in the contact center space for ford credit

•    The Software Engineering Manager will  manage a team of  8-16 team members and collaborate directly and continuously with Software Engineers, Product Managers, Designers and Product Owners to build, validate and release software products early and often in a dynamic and collaborative environment.

•    The role will involve  Maintenance enhancement and development of MSD based contact center application and should have experience running tech for call center operations.

•    Knowledge of salesforce will be an added advantage.

•    Oversee the software development lifecycle for contact center technologies MSD ( Microsoft Dynamics)/ Java microservices/ Graph  based application stack 

•    Collaborate with business stakeholders (Contact Center Operations, Product Management) to align engineering efforts with customer experience and business goals.

•    Drive architecture, design decisions, and implementation of robust, scalable, and reliable platforms.

•    Champion Agile methodologies, continuous integration/continuous delivery (CI/CD), and modern engineering practices.

•    At least 11-12 years of experience in a Software Engineering role.

•     Strong knowledge of Java , PCF, GCP, SpringBoot, etc.

•    Ability to understand business needs and convert them as various API integration on REST and Graph QL

•     Strong knowledge on cloud native applications

•     Strong knowledge of Software Craftsmanship practices including TDD, Clean Code, Refactoring, etc.

•     Experience with DevOps/Security tools like Jenkins, 42Crunch, Sonarqube, CheckMarx, FOSSA etc.

•    Knowledge of working with Agile software methodologies i.e. Scrum,Safe Agile etc. 

•    
•Strong leadership and communication skills and the ability to coach and teach others.

•      Actively manages the long-term delivery roadmap of the software product

•    Ability to understand business and solve business problems with  continuous improvements and innovation. 

•    Ensure the scalability, reliability, security, and performance of contact center solutions built on Microsoft Dynamics.

•    Often involves leading initiatives to migrate legacy systems to modern cloud-based architectures (Preferably GCP).

•    Knowledge on developing enterprise application using Full stack technologies like Java Spring Boot,React.

•    Strong hands on knowledge in developing orchestration and API layer using design patterns and apply best practices. 

•    Define and enforce engineering standards, coding guidelines, and architectural principles.

•    Ensure the seamless transition of data, processes, and functionalities from MSD to Salesforce, minimizing disruption to contact center operations

•    Strong leadership and communication skills and the ability to coach and teach others.

•    Experience with Agile development methodologies (Scrum, Kanban).

•    Excellent communication, interpersonal, and stakeholder management skills.

•    Strong problem-solving abilities and a strategic mindset.

•    Ability to Drive innovation grounds up from people process and tech standpoint to drive efficiencies and growth

•    Ability to envision/identify and work with stakeholders to optimize business process to drive productivity /outcomes

•    Motivate Develop and manage performance of the team and scale it to drive outcomes and objectives.

 

Preferred Qualifications:

•    Bachelor's degree (or equivalent applied experience/professional qualification).

•    Overall 15+ years of experience

• years of Microsoft Dynamics knowledge as CRM and integration with call center operations.

•    2+ years of experience in technical leadership roles.

•    Extensive knowledge of MSD based development lifecycle tools & techniques.

•    Proven experience in the design of secure, high-performance technical solutions that maximize the potential of the Salesforce platform.
      
Nice to Have Skills:

•    Knowledge on platforms listed below or similar capabilities. 
o    Working knowledge / Certification on Salesforce CRM/Cloud.
o    Knowledge of Salesforce Service Cloud
o    Apex
o    Knowledge on AI Chat Bot integrations.
o    IVR/Telephony experience
o    Experience in Multiple between CRMs / experience in migration from MSD to Salesforce would be an added advantage