Senior Manager - Software Development Engineering

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

CVS Health is looking for a Senior Manager, Software Development Engineering to drive execution for the Contact Center platform, enabling seamless omnichannel experiences for members.

This role functions as a solution execution lead, responsible for delivering core business capabilities, foundational AI capabilities, and platform technology enablers required to achieve end-to-end business outcomes.

The role partners closely with Product, Architecture, and cross-program stakeholders to deliver consistent, high-quality, AI-enabled member experiences, while advancing Dev Ops maturity, release management, and platform scalability.

• Serve as the solution execution lead, delivering core capabilities, AI frameworks, and platform enablers that drive measurable business outcomes across contact center operations
• Lead end-to-end solution delivery across omnichannel platforms, improving first-contact resolution, reducing call drivers, and increasing agent productivity and experience consistency
• Deliver foundational AI capabilities that enable workflow automation, reusable service agent patterns across assisted and self-service channels, and adoption of agent orchestration approaches
• Drive execution across engineering and operations to deliver scalable, reliable solutions aligned to business KPIs
• Lead innovation and POCs, accelerating adoption of AI and automation capabilities into production
• Advance Dev Ops and CI/CD practices and modernize release management to improve delivery velocity, stability, and adoption
• Ensure solutions meet performance, scalability, and reliability standards, driving improved operational metrics and customer satisfaction

• 8+ years of experience in software engineering, solution architecture, or platform engineering, delivering large-scale enterprise solutions
• Proven ability to lead end-to-end solution delivery for complex, distributed platforms (contact center, CRM, or omnichannel ecosystems), driving measurable improvements in performance, scalability, and user experience
• Experience leading POCs and innovation initiatives and scaling them into production solutions that deliver business value
• Strong experience driving modern engineering practices, including Dev Ops, CI/CD, cloud-based architectures, and API-driven integrations to improve delivery speed, quality, and reliability
• Experience delivering or enabling AI-driven capabilities or automation frameworks within enterprise platforms
• Ability to translate business and product needs into scalable technical solutions that drive measurable outcomes, including improved speed to market, operational efficiency, and customer experience

• Proven leadership in executing cross-functional and cross-program initiatives, ensuring alignment and delivery against shared business goals
• Strong communication skills with the ability to clearly articulate technical strategy, trade-offs, and delivery risks
• Experience with contact center platforms (Salesforce Service Cloud, Five9, etc.)
• Experience with SAFe or large-scale Agile programs
• Healthcare or regulated industry experience

Bachelor’s degree in Computer Science, Information Systems, Engineering, related field, or equivalent experience (High school diploma plus 4 years relevant work experience).

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This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition…