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.
Responsibilities
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.
Qualifications
Preferred 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.
Nice to Have Skills:
- 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
