Senior Engineer - Applied AI

Senior Manager, Communications Engineering

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 with a deep focus on delivering enterprise-wide solutions that operate in a highly performant and efficient way. You will help drive our insurance business transformation as we redefine experiences for our customers.

Position Responsibilities

• 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

Qualifications

• 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) where applicable
• Scaled contact centers;
  Amazon Connect (queues, routing profiles, flows, tasks, outbound, Lex/Polly/Lambda integrations)
• Operational portals: AWS Management Console / Connect admin and Azure Portal
• Monitoring and performance:
  Cloud Watch, X-Ray, dashboards/alarms, Connect queue and service metrics
• Metrics-driven prioritization: correlate drivers and outcomes (SLA, handle time, abandonment, system latency)
• MS Office (PowerPoint, Outlook, Word);
  Zoom and Slack
• Agile delivery;
  Jira, Azure Dev Ops, Portfolio
• Program management: MS Project, Visio, Excel
• Strong understanding of Site Reliability Engineering and Dev Ops principles
• Strong technical acumen in Cloud Architecture,…