Tech Manager, Engineering (CCaaS)

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re
ambitious. We’re game changers. And we play to win. We set the highest standards
and execute beyond them. And if you’re like us, we can offer you the ultimate
career opportunity that will light a fire within you.

So, what’s the role all about?

Our company is seeking a highly skilled Technical Manager,
Engineering with expertise in writing software with real time constraints to
join our software development team. We are looking for an energetic, passionate
software leader who thrives on successfully releasing products to the market, an
established R&D leader, passionate about building and operating cloud native and
highly distributed products that are used by millions of users in a SaaS
business model, has a deep understanding of agile development methods and can
lead a team of highly qualified software engineers. 

How will you make an impact? 

* Team Leadership:
* Lead empathetically and coach engineering teams, fostering a collaborative
environment to provide technical leadership to achieve project goals. 
* Empower team members to make technical decisions, instil sense of ownership
and self-organize.
* Hands-on with coding, practiced in Claude Code, Git Hub copilot, must have
latest AI skills.
* Work closely with team members and provide technical guidance where required.
* Conduct regular performance reviews and provide constructive feedback to team
members. 
* Manage all aspects of the team such as hiring, reviews, mentoring and
promotions
* Provide worldwide support to our customers, handle incident bridges &
customer escalations
* Prioritize, assign and manage department activities and projects in
accordance with the R&D departments goals and objectives.
* Adjust hours of work, priorities and staff assignments to ensure efficient
operation based on workload.
* Play major role in envisioning and execution of next gen plans (e.g.
architecture) to achieve longer term strategic objectives of the
organization.
* Identify and address roadblocks that hinder team productivity, including
organizational obstacles, resource constraints, and dependencies. 
* Collaborate with other departments to remove impediments that require
cross-functional support. 

Stake Holder Management

* Work with the line of business to define the product roadmap and strategy.
* Communicate effectively with product owners, technical architects, business
stakeholders, and other cross-functional teams to align on project goals and
priorities. 
* Manage expectations and provide transparent updates on project progress. 
* Address concerns and mitigate risks proactively. 

Agile Methodology

* Perform sprint wise planning and development of short, medium, and long-term
plans to achieve strategic objectives.
* Create estimations for projects in collaboration with architects, developers
and QA
* Facilitate effective sprint reviews and demonstrations to stakeholders
* Formulate metrics for quality and productivity improvement

Technical Oversight

* Actively guide and mentor the team to develop features to meet functional,
documentation and quality while obviating roadblocks.
* Review technical designs and architecture to ensure quality, scalability, and
maintainability. 
* Monitor code quality and identify areas for improvement through code
reviews. 
* Collaborate with technical leads to resolve complex technical challenges and
make informed technology decisions
* Drive and impact all current processes related to software development and
improvements across the org as necessary.

Continuous Improvement:

* Encourage a culture of continuous improvement within the team by analyzing
project metrics, identifying areas for optimization, and implementing
necessary changes. 
* Promote knowledge sharing and cross-training among team members to enhance
overall team capabilities. 

Have you got what it takes?

* Bachelor/Master of Engineering Degree in Computer Science, Electronic
Engineering or equivalent from reputed institute
* 15+ years of experience in Software development.
* At least 3 years' experience in managing multiple teams of software
developers including first-line Managers , Architects and Product Managers.
* Proven track record of managing the development of enterprise-grade software
products that can perform, scale, and integrate into a broad enterprise
ecosystem.
* Experience developing and supporting multi-tenant cloud-native software
delivered as-a-Service (SaaS).
* Experienced in VoIP, telecom, Media handling with protocols such as SIP, SDP,
RTP, RTCP.
* Have knowledge of Inbound, Outbound and most aspects of CCaaS.
* Good exposure to Service Oriented Architecture and associated design patterns
for development, deployment, and maintenance.
* Familiar with DevOps processes and tools employed in SaaS architectures to
support CI/CD and monitoring.
* Familiar with Quality targets and SLAs for SaaS applications.
* Experience of product development using C++, C# technologies and frameworks
like .Net.
* Familiarity and/or experience with public cloud infrastructures and
technologies such as Amazon Web Services (AWS).
* Experience working abroad or with global teams is preferred.
* Demonstrated ability to deftly influence others, especially in sensitive or
complex situations.
* Deep experience with agile software development techniques and pitfalls.
* Excellent communication skills, problem-solving and decision-making skills.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams –
comprised of the best of the best – work in a fast-paced, collaborative, and
creative environment! As the market leader, every day at NICE is a chance to
learn and grow, and there are endless internal career opportunities across
multiple roles, disciplines, domains, and locations. If you are passionate,
innovative, and excited to constantly raise the bar, you may just be our next
NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum
flexibility: 2 days working from the office and 3 days of remote work, each
week. Naturally, office days focus on face-to-face meetings, where teamwork and
collaborative thinking generate innovation, new ideas, and a vibrant,
interactive atmosphere.

Requisition ID- 10696
Reporting into: Director, Engineering, CX
Role Type: People Management

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global
businesses, including 85 of the Fortune 100 corporations, to deliver
extraordinary customer experiences, fight financial crime and ensure public
safety. Every day, NiCE software manages more than 120 million customer
interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is
consistently recognized as the market leader in its domains, with over 8,500
employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to race, color, religion,
national origin, age, sex, marital status, ancestry, neurotype, physical or
mental disability, veteran status, gender identity, sexual orientation or any
other category protected by law.