Lead multiple engineering and delivery resources responsible for contact center platforms and services, ensuring clear ownership, strong execution, and alignment to business priorities.
Improve delivery predictability and engineering quality through Agile execution, dependency management, metrics, and continuous improvement practices.
Partner closely with Product, Operations, Architecture, Security, and vendors to define priorities, manage trade-offs, and deliver solutions that improve customer and agent experiences.
Oversee vendor-supported platforms and integrations, ensuring effective governance, service quality, and alignment with enterprise standards.
Use operational and engineering metrics to identify risks, remove bottlenecks, and raise reliability, scalability, and team effectiveness.
Provide leadership across a matrixed organization by influencing decisions, aligning stakeholders, and balancing near-term delivery with long-term technical health.
Ensure platforms meet expectations for availability, resilience, security, and compliance in a mission-critical enterprise contact center environment.

Demonstrated success leading multiple software engineering or technology delivery resources, with direct responsibility for people leadership and execution outcomes.
Strong experience operating in Agile environments, including planning, prioritization, dependency management, and delivery across multiple workstreams.
Experience with enterprise-scale contact center technologies, customer service platforms, or other highly available operational systems; experience with vendor-supported platforms is strongly preferred.
Proven ability to influence across technical and business stakeholders in complex, matrixed organizations.
Experience developing resources with diverse skill sets, including engineers, delivery leads, analysts, or platform specialists.
Track record of delivering reliable, scalable technology solutions and driving improvements in operational performance, quality, or customer impact.
Excellent communication, stakeholder management, and decision-making skills, with the ability to translate technical complexity into clear business context.

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
paid time off including maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year
between 15 to 25 vacation days each year, depending on career level; and years of service

Software Engineering Manager

Key skills