Tech Manager, Engineering (CCaaS)

So, what’s the role all about?

Our company is seeking a highly skilled Software Engineer with expertise in writing software with real time constraints to join our software development team. As a Senior Software Engineer, you will be responsible for designing, developing, and maintaining software applications that meet business needs and specifications.

How will you make an impact? 

• Team Leadership:
• Lead empathetically and coach engineering teams, fostering a collaborative environment to provide technical leadership to achieve project goals. 
• Empower team members to make technical decisions, instil sense of ownership and self-organize.
• Hands-on with coding, practiced in Claude Code, Git Hub copilot, must have latest AI skills.
• Work closely with team members and provide technical guidance where required.
• Conduct regular performance reviews and provide constructive feedback to team members. 
• Manage all aspects of the team such as hiring, reviews, mentoring and promotions
• Provide worldwide support to our customers, handle incident bridges & customer escalations
• Prioritize, assign and manage department activities and projects in accordance with the R&D departments goals and objectives.
• Adjust hours of work, priorities and staff assignments to ensure efficient operation based on workload.
• Play major role in envisioning and execution of next gen plans (e.g. architecture) to achieve longer term strategic objectives of the organization.
• Identify and address roadblocks that hinder team productivity, including organizational obstacles, resource constraints, and dependencies. 
• Collaborate with other departments to remove impediments that require cross-functional support. 

Stake Holder Management

• Work with the line of business to define the product roadmap and strategy.
• Communicate effectively with product owners, technical architects, business stakeholders, and other cross-functional teams to align on project goals and priorities. 
• Manage expectations and provide transparent updates on project progress. 
• Address concerns and mitigate risks proactively. 

Agile Methodology

• Perform sprint wise planning and development of short, medium, and long-term plans to achieve strategic objectives.
• Create estimations for projects in collaboration with architects, developers and QA
• Facilitate effective sprint reviews and demonstrations to stakeholders
• Formulate metrics for quality and productivity improvement

Technical Oversight

• Actively guide and mentor the team to develop features to meet functional, documentation and quality while obviating roadblocks.
• Review technical designs and architecture to ensure quality, scalability, and maintainability. 
• Monitor code quality and identify areas for improvement through code reviews. 
• Collaborate with technical leads to resolve complex technical challenges and make informed technology decisions
• Drive and impact all current processes related to software development and improvements across the org as necessary.

Continuous Improvement:

• Encourage a culture of continuous improvement within the team by analyzing project metrics, identifying areas for optimization, and implementing necessary changes. 
• Promote knowledge sharing and cross-training among team members to enhance overall team capabilities. 

Have you got what it takes?

• Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute
• 15+ years of experience in Software development.
• At least 3 years' experience in managing multiple teams of software developers including first-line Managers , Architects and Product Managers.
• Proven track record of managing the development of enterprise-grade software products that can perform, scale, and integrate into a broad enterprise ecosystem.
• Experience developing and supporting multi-tenant cloud-native software delivered as-a-Service (SaaS).
• Experienced in VoIP, telecom, Media handling with protocols such as SIP, SDP, RTP, RTCP.
• Have knowledge of Inbound, Outbound and most aspects of CCaaS.
• Good exposure to Service Oriented Architecture and associated design patterns for development, deployment, and maintenance.
• Familiar with DevOps processes and tools employed in SaaS architectures to support CI/CD and monitoring.
• Familiar with Quality targets and SLAs for SaaS applications.
• Experience of product development using C++, C# technologies and frameworks like .Net.
• Familiarity and/or experience with public cloud infrastructures and technologies such as Amazon Web Services (AWS).
• Experience working abroad or with global teams is preferred.
• Demonstrated ability to deftly influence others, especially in sensitive or complex situations.
• Deep experience with agile software development techniques and pitfalls.
• Excellent communication skills, problem-solving and decision-making skills.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID- 10696
Reporting into: Director, Engineering, CX
Role Type: Individual Contributor