Manager, Software Engineering - Contact Center Pro

Quick Facts - Lead a team of 13–14 engineers - Focus areas: calls, messages, Contact Center Pro Description As an Engineering Manager, you will lead and grow a team working on critical platform areas and AI-powered innovations that help customers run and scale their businesses. What you'll do Leadership & Team Growth: - Develop engineers through coaching, feedback, and structured growth plans - Recruit and retain top talent - Foster a culture of ownership, empathy for customers, and alignment with company values Strategy & Execution: - Define and execute quarterly plans delivering timely, high-quality features - Drive agile ceremonies - Monitor key success metrics - Set clear day-to-day priorities Technical Expertise: - Provide hands-on technical leadership across architecture, design, and development best practices - Participate in code reviews - Evaluate feasibility, identify risks, and balance trade-offs in a language-agnostic environment AI-Powered Innovation: - Lead development of intelligent tools, including AI-powered call evaluation and lead identification for managers - Build AI-driven customer support features - Deliver AI Voice Agents that handle overflow and after-hours calls to book jobs 24/7 Customer & Business Impact: - Deliver on-time, secure, and reliable features addressing real customer needs - Balance innovation with stability across a complex monolith and greenfield AI capabilities Collaboration & Communication: - Work cross-functionally with senior leadership, engineering, product, and UX - Communicate progress, risks, and contributions clearly to stakeholders Ownership & Accountability: - Set goals, empower your team, and build continuous learning culture - Celebrate wins and learn from setbacks Requirements - 10+ years of software engineering experience, including five or more years in engineering leadership roles - Proven ability to lead agile teams, drive execution, and deliver results - Strong technical foundation in modern frameworks with hands-on experience in .NET/C# preferred - Ability to guide architecture and development best practices across a complex, distributed codebase regardless of language background - Excellent communication and collaboration skills with a record of effective cross-functional partnership - Genuine passion for talent development and building high-performance engineering cultures - B.S., M.S., or Ph.D. in Computer Science, Engineering, or a related field Benefits - Flextime, recognition, and support for autonomous work; flexible time off; onboarding program; leadership training; Bonusly and peer-nominated awards - Holistic health and wellness benefits: company-paid medical, dental, vision; FSA/HSA; 401k match; telehealth options including One Medical - Support for Titans at all stages of life: parental leave; up to $20k fertility services; surrogacy and adoption reimbursement; maternity support through Maven Maternity; free breast milk shipping through Maven Milk; pet insurance; legal advisory services; financial planning tools