The Role
Leads engineers and technical leads in delivering AI-powered customer experience and contact center products. Responsibilities include solution architecture, technical design reviews, implementation planning, customer deployments, cross-functional coordination, risk management, operational readiness, and evaluation of emerging AI and CCaaS technologies. The role develops architecture diagrams, oversees complex software implementations, and guides integrations across cloud, AI, and contact center platforms.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital's 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. We're looking for a hands-on Software Engineering Manager to lead engineering across these products.
This is a player-coach role. You'll lead a small team of engineers and technical leads, give technical direction to offshore engineering teams through a dotted-line relationship, and own the design of the systems your team builds. You'll stay close to the code through design and code reviews, proofs of concept, and troubleshooting, and you'll be accountable for high-quality releases and customer deployments.
We're looking for an AI-native engineering leader. That means someone who uses AI tools every day to move faster, understands the AI technologies we build on, and helps the team adopt AI-driven development practices. The role offers room for continued leadership growth.
What You'll Be Doing
- 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 You'll Bring to the Role
- 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.
- 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.
Preferred Qualifications
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About Us
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. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.
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Skills Required
- 8+ years of experience in software engineering, solution architecture, technical leadership, or product development
- Experience managing engineers, technical leads, or software development teams
- Experience delivering complex software implementations across multiple teams and stakeholders
- Experience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutions
- Working knowledge of Google Cloud Platform, Kubernetes, cloud-native architectures, APIs, microservices, and distributed systems
- Experience creating and presenting architecture diagrams and technical solution designs
- Strong communication, leadership, and stakeholder management skills
- Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies
- Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Cisco Webex Contact Center
- Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies
- Familiarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystems
- Exposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operations
- Experience with AWS, Azure, or multi-cloud environments
- Familiarity with AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
