About the role

  • 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.
  • 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.
  • 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.

Requirements

  • 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.
  • 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.

Benefits

  • 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.

Job title

Senior Engineering Manager

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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