Manager, Software Engineering

Job Summary

We are seeking a Manager, Software Engineering to lead the design and delivery of next-generation customer engagement platforms, leveraging Google Cloud’s Customer Engagement Suite (CES). This role is instrumental in driving digital CX transformation by integrating AI-powered tools like Dialog Flow, Contact Center AI (CCAI), Vertex AI, Apigee, and Big Query to build scalable, intelligent, and personalized customer service experiences. You will work with a high-performing team of developers, cloud architects, and business stakeholders to modernize customer interaction channels - from call centers to digital self-service.

This position requires a mix of strong technical and functional skills, leadership ability, and a deep understanding of agile software development practices.

Responsibilities

• Lead, mentor, and manage a team of software developers and automation engineers, promoting a culture of collaboration, innovation, and continuous improvement.
• Champion the implementation of scalable, secure, and intelligent CX platforms across multiple channels (voice, chat, SMS, app, web).
• Set clear goals and expectations, conduct regular performance reviews, and support the professional development of team members.
• Strong stakeholder management skills across business and technical teams.
• Hire and onboard new team members as needed.
• Closely manage the software development lifecycle, ensuring the timely delivery of high-quality software that meets customer and business requirements.
• Work closely with product managers, designers, and QA to prioritize backlogs and plan bi-weekly sprint releases.
• Manage project timelines, risks, and resources effectively.
• Provide architectural and technical direction, participate in code reviews, and ensure adherence to best practices and coding standards.
• Advocate for engineering excellence, including test automation, CI / CD pipelines, and performance monitoring.
• Evaluate and recommend tools, technologies, and frameworks to enhance development efficiency.
• Implement and refine agile methodologies (e.g., Scrum or Kanban) to improve team velocity and productivity.
• Track and report on key metrics related to software quality, delivery, and team performance.
• Identify areas for improvement in development processes and implement best practices.

Qualifications

At Optimum, we're fueled by our four core pillars : Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and / or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.