Software Development Snr Manager

Job content

Sr Manager – Contact Center

Contact Center is part of Oracle Engineering and is responsible for delivering

Interactive Voice Response (IVR) & Call Recording solutions used by

Internal Lines of Business. We seek a highly motivated Senior Manager to lead and build high performing innovative Agile teams. You will lead and develop multiple Scrum teams of high performing software engineers working toward providing first class contact center solutions which

revolve around core contact center solutions: Phone systems, IVR, Call Recording, Outbound Dialers, Softphones, Agent desktop solutions, CTI, and other applications I support of modernizing the user and customer experience.

As a Senior Manager of Software Development for the IVR & Call Recording platforms, you will provide leadership within the engineering team and for our business partners. You will lead a team delivering high quality solutions that meet business objectives in a flexible, collaborative and rapidly changing environment.

You have strong team leadership skills with the ability to hire, guide, coach and grow exceptional technology teams. You are a visible leader that thrives on developing and motivating future technology leaders. You foster an innovation culture and thirst for technology innovation.

Responsibilities:
Lead the design and development of the next generation of Inbound/Outbound IVR & Call Recording solutions for Oracle while working with Other Oracle Products

Work in conjunction with the contact center vendors, software development team sand internal business teams to deploy builds solutions.

Partner with IT to develop data capture, architecture and exposure to support ongoing analytics and reporting.

Drive continuous integration and deployment strategies leveraging tools like Jenkins and Gitlab with a DevOps philosophy

Implement and drive toward Test-Driven Development and Behavior-Driven Development software development techniques

Develop meaningful KPIs, scorecards and dashboards to track the efficiency and performance of the IVR, focusing on key customer fall offs.

Coordinate with IT to document the business rules and processes in the IVR and set up quality checks/audit procedures to ensure these rules/processes are working as intended.

Develop a testing process to evaluate changes to the IVR.

Maintain a process flow of the IVR for documenting the customer journey.

Acts as liaison between systems information system staff, management, business partners and vendors.

Continue to automate QA tasks such as build deployment, regression tests, and test case management integration

Coordinate internal resources and third parties/vendors for the flawless execution of projects tasks

Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

Responsible for developing and maintaining budgets, coordination, and Quality Management

Foster the energy to search out and evangelize new and emerging technologies including open source tools

Manage day-to-day activities and influence Agile team members (Developers, QA, Scrum Master) to leverage, follow, improve and support agile software development practices

Champion new ways of collaborating with technology and business partners

Influence and implement improvements and efficiencies in the technical aspects of the development process

Ensure the highest quality software is developed, delivered and maintained

Be a key leader in the agile process fostering collaboration, prioritization, team accountability and transparency

Required Skills:
Bachelor of Science in Computer Science or related field

10+ years of technical knowledge in contact center technologies like

Genesys, Twilio, Amazon, GCP, Cisco etc.

5+ years of enterprise software application development experience in a scaled Agile environment

3 + years of experience or knowledge in Java/J2EE, Micro Services technologies.

2+ years of experience managing Scrum software development teams in medium to large enterprise focused on complex projects with multiple dependencies, including:

Experience managing multiple priorities in a dynamic environment across multiple time regions and locations

Experience with project management, resource management, and offshore vendor management

Solid knowledge of contact center and speech technology solutions including contact center ACD platforms, cloud computing and customer engagement solutions including IVR, omni-channel engagement, and speech analytics powered by AI/ML.

Ability to interact with customers to interpret requirements

Basic understanding of protocols/technologies like HTTP/1.1, gRPC, MRCP, REST, SOAP etc

Fluency in English (written and spoken)

Ability to articulate highly technical concepts at detailed and broad levels

Prior experience with automated testing and hands on development

Working knowledge of Agile/Scrum, CI/CD,

Genesys

,

Omni Channels (Chat, Digital Voice, SMS, Email etc.)

Prior experience in IVR and call routing development and maintenance

Thorough knowledge of call center terminology, concepts, practices and procedures

Have full Knowledge of industry standard Contact Center components and applications e.g PBX, Call Routing, CTI, IVR, WFM, Call Recording, callback, AI/ML, voice biometrics etc.

Manage a team that designs, develops, troubleshoots and debugs software programs for databases, applications, tools, networks etc.

As a manager of the software engineering division, you will apply your knowledge of software architecture to manage software development tasks associated with developing, debugging or designing software applications, operating systems and databases according to provided design specifications. Build enhancements within an existing software architecture and suggest improvements to the architecture.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Demonstrated leadership and people management skills. Strong communication skills, analytical skills, thorough understanding of product development. BS or MS degree or equivalent experience relevant to functional area. 4 years of software engineering or related experience.
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.