TTEC Digital - Software Engineering Manager (Hands-On)
Requirements
• Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies. • Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutions. • Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies. • Familiarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystems. • Exposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operations. • Experience with AWS, Azure, or multi-cloud environments. • Familiarity with modern AI platforms and services such as AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies.
Responsibilities
• Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellence. • Drive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital products. • Coordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teams. • Develop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platforms. • Lead technical design reviews, implementation planning activities, and delivery readiness efforts. • Identify and manage technical risks, dependencies, and implementation challenges. • Research and evaluate emerging AI, customer experience, and contact center technologies. • Assess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs.
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