Manager, Customer Service Digital

Meet Our Team:

At Customer Service, our dynamic team is driven by enthusiasm, energy, and a commitment to excellence. We're dedicated to crafting world-class products with a sense of urgency and collaborative spirit. In our challenging yet enjoyable work environment, you'll be part of team that encourages healthy competition which is responsible for the overall quality of the product and patch releases.

As a Manager, you'll contribute to end-to-end product delivery developing and designing solutions, from understanding the product functionality and if you're excited about shaping how businesses leverage automation and AI, this is the place for you.

Picture Yourself at Pega:

At Pegasystems, we are revolutionizing the software development landscape globally. As a manager, you’ll work with a self-organizing team to develop and maintain best of breed software in Pega ecosystem and at the intersection of technology and innovation. You’ll be part of a collaborative environment where your ideas are valued, your growth is prioritized, and your work directly contributes to real-world impact. Whether it's improving customer experience, streamlining operations, or accelerating product development with GenAI, you'll be solving meaningful problems that matter to our clients and our company. Seize this opportunity to join a highly engaged, creative, and dynamic team, where you'll have the opportunity to work with leading technologies and solve fascinating customer problems.

What You'll Do at Pega:

• Manage product engineering teams working on designing, developing, and deploy applications using leading low-code platforms and Integrating Generative AI capabilities to enable smart automation, application generation, and enhanced user experiences.
• Collaborate with designers, product managers, and other teams to deliver high-quality, performant solutions.
• Participate in architecture discussions and help shape the technical direction of our platform
• Continuously evaluate new GenAI and low-code trends, bringing innovative ideas into development cycles.
• Provide technical assistance to advance the capabilities of products and resolve complex issues
• Developing and maintaining technical expertise in assigned areas of product functionality.

Who You Are:

• You are a passionate leader with a deep interest in Pega and stay updated with the latest advancements in GenAI, including models, use cases, and industry trends.
• Strong understanding of software engineering principles, with a focus on Pega infinity, GenAI and machine learning concepts.
• You bring good practices around design patterns with you, which you can leverage to support our Pega platform with our "as-a-Service" evolution, particularly in the context of GenAI.
• Passionate about helping teams grow by inspiring and mentoring engineers.
• Excellent verbal and written communication skills, with the ability to remain composed under pressure.

What You've Accomplished:

• 8 -12 years of overall experience preferably in a product development company and holds a Bachelor's or Master’s degree in Computer Science, Engineering, or a related field.
• Minimum 4+ years' experience of managing product development teams
• Pega 8.x Certified – CSA and CSSA preferably.
• Strong problem solving, debugging and design skills. Participated in design and development of Pega infinity features.
• Ability to apply analytical and investigative skills to resolve customer issues.
• Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• Rich experience of managing Engineering teams in a product development company
• Ability to understand, identify and resolve conflicts as necessary
• Working experience in an Agile/Scrum team environment.

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products.
• Continuous learning and development opportunities.
• A highly collaborative environment for the designing and development of new ideas and features.
• An innovative, inclusive, agile, flexible, and fun work environment.
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.
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