Engineering Manager | Client Support Center
As a CSC Engineering Manager, you will be responsible for technology decisions that enable the long term strategies of the Client Support Center.You will lead and develop a team of developers and engineers of varying experience and skill levels.The CSC Engineering team is responsible for designing, building, implementing, and supporting solutions that improve the overall operations of the Client Support Center and other strategic contact center partners.This team will also provide escalation support for complicated technology problems that the CSC agent team is not able to resolve.
You will work closely with leadership teams and other technology partners to analyze and recommend solutions to impact productivity of the team and accelerate overall performance.In addition, you will establish, operationalize and manage key development processes to ensure the right work is done at the right time in the right way.
The key to the success of this position is having strong & innovative approach to problem solving with an eye for the long term, great technical leadership, excellent communication (written and verbal, formal and informal), flexibility, and a self-motivated working style with attention to detail.PRINCIPAL DUTIES AND RESPONSIBILITIES
ENGINEERING AND STRATEGY
·Drive best practices and ensure development of high quality solutions that adhere to all development & security standards.
·Determine the right technology choices to best deliver business value keeping in mind availability, scalability and reliability of solution.
·Assess dev tools, frameworks, and coding languages to ensure as the toolset grows/evolves, we have a repeatable, stable, flexible, supportable architecture/infrastructure that will serve our long term CSC vision.
·“Hands-on” engagement will be required to support the coaching and development of the team.
TEAM, PARTNERING, AND LEADERSHIP
·Build and develop a team of high caliber CSC Engineers and Developers.Provide technical expertise and coaching to support skill development and team member engagement.
·Establish cross-functional partnerships in the CSC, strategic contact centers, workforce management, and other key partners to Identify, scope, and prioritize new opportunities to improve efficiency and service.
·Partner with Target Technology Services to ensure the CSC Innovation team is aligned with TTS best practices and processes.
PROCESS AND OPERATIONS
·Develop/enhance operational processes such as intake, prioritization, QA, implementation, and support to ensure high quality without compromising agility and speed to market.
·Manage the backlog of work to drive clarity on priority.Partner with CSC Stakeholders to review and adjust engineering backlog as new work is identified
·Provide regular, ongoing visibility to the value and status of Work in Progress and the pipeline to CSC Leadership team & other key stakeholders
·Gather and act on feedback/insight from the team to ensure output is serving the team and helping us meet our goals.
·Balance the need for flexibility and speed with process and quality.
·Ensure that the service provided in escalation calls is meeting or exceeding expectations around Client Satisfaction and First Level Resolution.
·BS degree in computer science or equivalent
·10+ years of software development/engineering experience
·3+ years of managing teams with a strong track record ofdelivery for cross-functional products
·Maintain deep technical knowledge within area of expertise and stay current with new and evolving technologies.
·Possesses a strong understanding of systems programming, graphical user interfaces, and control languages.
·Ability to work under pressure, make decisions independently, multitask and prioritize responsibilities independently.
·Strong critical thinking, analytical and decision making skills.
·Excellent communication skills, both written and verbal, to a variety of technical and non-technical audiences.
·Strong planning and organizational skills.
·Flexible style, adaptable to rapid change.
·Customer service oriented and a strong team player.
·Experience working in an agile environment (e.g. user stories, iterative development, etc) a plus.
·Experience in support and/or contact centers a plus
·Previous experience with contact center applications and technologies
·Previous experience with application support
·Experience in Agile/Scrum methodology