Senior Manager- Software Engineering

Position Description

The Communications Engineering department is responsible for creating high value, low friction interactions for our customers and partners. We are on a transformation journey to reshape communications across all contact channels. This position is charged with curating experiences for those that need to speak to any of our lines of business. We are in the process of modernizing our services and architecture across Amazon Web Services (AWS) with extreme focus on leveraging data and automation to transform experiences and drive efficiency.

A Senior Manager is an engineering leader who works with the engineering staff to innovate and build new engineering solutions, improve and enhance existing solutions as well as leverage engineering solutions to solve critical operational problems. A Senior Manager will lead strategy and execution of a technical roadmap that will increase the velocity of delivering products and unlock new engineering capabilities.

The ideal candidate has deep technical expertise to improve application performance, capacity benchmarking, increase availability and reliability, design and evolve cloud infrastructure.

• Work with your Director to address project dependencies, negotiate and estimate incremental delivery dates for milestones with the stakeholder community, and deliver projects on time
• Identify and raise appropriate project risks, in addition to presenting detailed and 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 other key metrics, in addition to presenting detailed and implementable ideas for areas to further improve or influence product or project delivery
• Initiate and support all aspects of performance management for team members - mentoring, performance and coaching plans, reviews, warnings, terminations, etc.
• Cultivate a culture that motivates all levels of performers to higher levels of achievement
• Foster a culture of growth mindset that acknowledges and expects individuals to grow and be accountable. Influence those you motivate and coach to be receptive to feedback.
• Identify where technical or analytical skill gaps put future team deliverables at risk and craft a plan to remediate, consistently challenge team members to share knowledge and learn new technologies
• Craft and deliver strategic and well-structured persuasive arguments to drive projects that drive process improvement, enhance cost leadership, and/or customer experience
• Develop the team budget and be accountable for reporting on results achieved at regular intervals
• Significantly contribute to the team planning process to include surfacing associate level proposals
• Collaborate with the product teams to understand their pain points around performance, resiliency and formulate strategies to address recurring issues in a sustainable way
• Influence and build vision with product owners to ship quality products in a faster pace
• Drive the team towards building solutions towards the long-term goals while ensuring that high priority tech debts are solved in an efficient way
• 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 and integrations with Amazon Connect contact flows, Lambda, and API Gateway
• Fluency with Python, Java, Go, .NET, JavaScript/Type Script, XML, JSON, and RESTful web services
• OOP, design patterns, microservices, and frontend/backend unit testing (including backends invoked from Connect)
• Cloud concepts:
  SaaS, PaaS, IaaS;
  Amazon Connect as managed contact-center SaaS on AWS with IAM, VPC, and Cloud Watch
• Fast learner; quick to adopt new AWS and Connect capabilities (routing, flows, Lex, etc.)
• Strong multi-cloud knowledge (AWS, GCP, Azure) with AWS depth:
  Connect, Lambda, S3, DynamoDB/RDS, SNS/SQS, Event Bridge, Cloud Watch, IAM, VPC
• Data modeling and architecture for analytics, reporting, and AI/ML;
  Connect CTRs and streaming/analytics pipelines (e.g., Kinesis)…