Software Engineering Manager (Hands-On)

TTEC Digital is seeking a hands-on Software Engineering Manager to lead engineering for AI-powered customer experience and contact center products. The role combines team leadership and system architecture with hands-on development, AI-driven engineering practices, and ownership of product releases and customer deployments.

Responsibilities:

• 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

Requirements:

• 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