Manager, Software Engineering Omni Channel Management

📋 Description

• Lead the OmniChannel team within Customer Support Management (CSM).
• Set technical direction and drive key initiatives (Voice AI, Chat AI, CC Integrations).
• Oversee engineering operations, quality, and scalability.
• Collaborate across global teams and product counterparties.
• Manage end-to-end development and delivery velocity.
• Foster innovation while maintaining delivery guarantees.

🎯 Requirements

• 8+ years in software engineering with AI-native features.
• Experience leading technical teams and delivering chat/voice conversations.
• Bachelor's in CS/Engineering or equivalent; advanced degrees a plus.
• Strong data structures, algorithms, and system design fundamentals.
• Experience with agentic instructions, prompts, and evaluation/testing for AI.
• Customer-facing, forward-deployed work experience preferred.

🎁 Benefits

• Competitive compensation, equity where applicable.
• Health plans, 401(k) match, ESPP, and generous leave.
• Flexible work personas and global collaboration.