Sr. Manager, Software Dev, Front Line Transformation, CS
Toronto, ON, CA
4d ago
source :


Do you obsess about building products and services that delights your Customers? Are you excited about building large complex systems and applications which are highly innovative, capable, flexible, and scalable to deliver long term values?

Do you want to develop cutting AI and Machine learning technologies to proactively detect and solve customer issues? We are seeking Software Engineers deeply committed to ensuring that our CSA's and Team Managers (TM's) worldwide will have the high volume and high availability systems needed to deliver customer service to exceed customer expectations with every customer contact.

The Frontline transformation (FLT) program will assess the full ecosystem surrounding the roles and responsibilities of our frontline leaders to determine the mechanisms necessary to build and maintain sustainable processes, tools, and expectations to embed this quality and coaching-first culture.

We are seeking a passionate and creative Senior Software Development Manager (SDM) to help us realize our vision! As the SDM you will lead a team to build an automated solution that will provide a one stop shop product for frontline leaders and associates to partner and continuously improve the customer experience.

Through this solution, proactive and data-driven insights will be automatically surfaced to allow TM to coach and support associates, enabling TMs to spend less time digging for data and more time coaching and supporting their teams.

As a Senior SDM you will lead a team of engineers in the design, development, test, and deployment of FTL solutions for Customer Service.

A successful candidate will have an established background in developing customer-facing experiences, a strong technical ability, excellent project management skills, great communication skills, and a motivation to achieve results in a fast paced environment.

You will be helping to hire and build your team and systems.

Key Responsibilities :

  • Responsible for the over-all systems development life cycle
  • Management and execution against project plans and delivery commitments
  • Manage the day-to-day activities of the engineering team within an Agile / Scrum environment
  • Management of departmental resources, staffing, mentoring, and enhancing and maintaining a best-of-class engineering team
  • Work closely with the engineers to architect and develop the best technical design and approach
  • Report on status of development, quality, operations, and system performance to management
  • If you have an entrepreneurial spirit, know how to deliver, are deeply technical, highly innovative and long for the opportunity to build pioneering solutions to challenging problems, we want to talk to you


  • 8+ years of professional experience in software development / engineering
  • 5+ years of engineering management experience
  • Hands-on architectural experience
  • Demonstrated object-oriented software development experience in Java, C#, or another object oriented-based language.
  • Demonstrated experience building and operating high volume and highly scalable applications
  • A track record of project delivery for large, cross-functional, projects
  • Experience recruiting, hiring, and managing a team
  • Bachelor's Degree in Computer Science or related field

  • Master's Degree / PhD in Computer Science or related field
  • Hands-on expertise in many disparate technologies, ranging from front-end user interfaces, machine learning, message bots through to back-
  • end systems and all points in between

  • Strong track record of building productive and successful software development teams and developing talent
  • Ability to take raw product requirements and create software architectures and designs to bring them to life
  • Proven ability to juggle multiple, competing priorities simultaneously and make things happen in a fast-paced, dynamic environment
  • Excellent interpersonal skills; ability to work successfully with teams across the organization, including Engineering, Program Management, Product Management, Quality Assurance, and Senior Leadership
  • Strong analytical and quantitative skills
  • is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

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