Senior Engineering Manager

• 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.
  

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.
  

Qualifications

• Bachelor’s degree (or equivalent applied experience/professional qualification).
• Overall 15+ years of experience
• 12+ 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.
  

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