Senior Manager- Software Engineering

Summary

The Communications Services team is seeking an experienced Senior Manager with a passion for building high‑performance, low‑latency communications platforms and applications. You will build and manage a team of engineers focused on delivering enterprise‑wide solutions that operate efficiently and serve the transformation of our insurance business.

As part of the Communications Engineering department, you will help modernize services and architecture across Amazon Web Services (AWS), leveraging data and automation to transform customer interactions. You will lead strategy and execution of a technical roadmap to increase product delivery velocity and unlock new engineering capabilities.

• Work with your Director to address project dependencies, negotiate and estimate incremental delivery dates for milestones with stakeholders, and deliver projects on time.
• Identify and raise appropriate project risks, and present implementable solutions or alternatives.
• Understand how requirements and design choices may impact systems across multiple areas.
• Report on your team’s progress for project and key metrics, and propose ideas for improvement.
• Initiate and support all aspects of performance management for team members—mentoring, performance and coaching plans, reviews, warnings, and terminations.
• Cultivate a culture that motivates all levels of performers to higher achievement.
• Foster a growth‑mindset culture that expects accountability and continuous learning.
• Influence those you coach to be receptive to feedback.
• Identify technical or analytical skill gaps that risk future deliverables, and craft remediation plans.
• Deliver strategic, persuasive arguments to drive projects that improve processes, cost leadership, and customer experience.
• Develop the team budget and report on results at regular intervals.
• Contribute to team planning, surface associate‑level proposals, and support product owners.
• Collaborate with product teams to understand performance and resiliency pain points, and design sustainable solutions.
• Influence vision with product owners to ship quality products faster.
• Drive the team toward building solutions that align with long‑term goals while addressing high‑priority tech debts efficiently.
• Consistently share best practices and improve processes within and across teams.

• Strong foundation in algorithms, data structures, and core computer‑science concepts.
• Basic UI/UX, API, and prototype design; REST/JSON/XML integration with Amazon Connect, Lambda, and API Gateway.
• Fluency with Python, Java, Go, .NET, JavaScript/Type Script, XML, JSON, and RESTful web services.
• OOP, design patterns, microservices, and unit testing (frontend/back‑end).
• Cloud concepts (SaaS, PaaS, IaaS) and deep AWS knowledge—including Connect, Lambda, S3, DynamoDB/RDS, SNS/SQS, Event Bridge, Cloud Watch, IAM, VPC.
• Fast learner, quick to adopt new AWS and Connect capabilities (routing, flows, Lex, etc.).
• Strong multi‑cloud knowledge of AWS, GCP, Azure.
• Data modeling and architecture for analytics, reporting, AI/ML, and streaming pipelines (e.g., Kinesis).
• Experience with large‑scale contact‑center operations using Amazon Connect.
• Monitoring and performance tooling:
  Cloud Watch, X‑Ray, dashboards, alarms, Connect queue metrics.
• Metrics‑driven prioritization and SLA correlation.
• Proficiency with MS Office, Zoom, Slack, Jira, Azure Dev Ops, and portfolio/program tools.
• Strong understanding of site reliability engineering and Dev Ops principles.
• Experience driving cultural change in technical excellence, quality, and efficiency.

• 8+ years in customer communications platforms, services, or software (contact center, omnichannel, CPaaS).
• 6+ years of hands‑on coding experience.
• 5+ years building and operating software in large‑scale, mission‑critical environments.
• 5+ years managing and developing technical teams (hiring, coaching, performance conversations).
• 5+ years technical/engineering management (owning roadmaps, cross‑functional alignment, accountability).
• 5+ years with a major public cloud (AWS preferred; GCP or Azure acceptable).
• 2+ years of automated testing experience (unit, integration,…