Software Engineering Manager (Hands-On)
Job description
A hands-on Software Engineering Manager (player-coach) to lead engineering across TTEC Digital's AI-powered customer experience and contact center products. The role combines people leadership, technical direction for offshore teams, and ownership of system architecture and delivery.
At a glance
- Employment
- Full-time
- Work mode
- Remote
What you'll do
- Lead, mentor, and develop a small team of engineers and technical leads, and give technical direction to offshore teams through a dotted-line relationship
- Design and own the architecture of complex, distributed, real-time systems, including integrations, APIs, scalability, reliability, and security
- Run design and code reviews and keep engineering standards high for quality, testing, and maintainability
- Drive AI-driven software development across the team, using AI coding assistants and agents for design, coding, testing, code review, and defect resolution, with clear quality and security guardrails
- Stay hands-on: build proofs of concept, troubleshoot production and implementation issues, and write code when needed
- Own delivery of product releases and customer deployments, working with Product Management, Architecture, QA, DevOps, and Professional Services
- Evaluate AI and contact center technologies and integration approaches across CCaaS and AI platforms
What we're looking for
- 8+ years of software engineering experience, including 3+ years of engineering management while staying hands-on
- Proven experience designing and building complex distributed systems, such as event-driven, low-latency, cloud-native, and real-time integrations
- Hands-on JavaScript, TypeScript, and Node.js experience, recent enough to review code and build proofs of concept
- Daily, practical use of AI-assisted development tools such as GitHub Copilot, Cursor, Claude Code, or similar, and experience helping a team adopt them
- Working knowledge of AI technologies such as LLMs, RAG, agents, and prompt and evaluation practices
- Experience with cloud platforms (Google Cloud preferred; AWS or Azure also considered) and Kubernetes
- Strong practices in code review, CI/CD, and Agile delivery, with a track record of shipping on committed timelines
Nice to have
- Experience with Google AI technologies (Vertex AI, Gemini, CCAI) or with AWS Bedrock, Azure AI, OpenAI, or Anthropic
- Experience with contact center platforms such as Genesys Cloud, Amazon Connect, NICE CXone, or Cisco
- Experience leading distributed or offshore engineering teams
- Experience in SaaS product organizations or startup-style environments
Your team
Product Development organization
Builds AI-powered customer experience and contact center products for enterprise brands, including platforms that connect leading contact center systems with AI providers
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About TTEC Digital
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage.
Key facts
- 1,800+ employees
- TTEC Digital has 1,800+ employees
- Sister company TTEC Engage is a 60,000+ employee service company
- TTEC Holdings Inc. is the parent company for both Digital and Engage
- TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries