Summary

The Communications Services teamisseeking an experienced Senior Manager with a passion for building high performance, low-latency communicationsplatformsand applications. You will build and manage a team of engineers with a deep focus on delivering enterprise-widesolutions thatoperatein a highlyperformantand efficient way. You will help drive our insurance business transformation as we redefine experiences for our customers.

Position Description

The Communications Engineering departmentis responsible forcreating high value, low friction interactions for our customers and partners.We are on a transformation journey to reshape communications across all contact channels. This position is charged with curating experiences for thosethat need tospeakto any of our lines of business. Wearein the process of modernizingour services andarchitectureacross Amazon Web Services (AWS) withextremefocus onleveragingdata and automation to transform experiences and drive efficiency.

ASenior Manager is an engineering leader who works with the engineering staff to innovate and build new engineering solutions, improve and enhance existing solutions as well as leverage engineering solutions to solve critical operational problems. A Senior Manager will lead strategy and execution of a technical roadmap that will increase the velocity of delivering products and unlock new engineering capabilities. The ideal candidate has deep technicalexpertiseto improve application performance, capacity benchmarking, increase availability and reliability, design and evolve cloud infrastructure.

Position Responsibilities

As a Senior Manager, you will:

• Work with your Director to address project dependencies,negotiateand estimate incremental delivery dates for milestones with the stakeholder community, and deliver projects on time

• Identifyand raiseappropriate projectrisks, in addition to presenting detailed and implementable solutions or alternatives

• Understand how requirements and design choices mayimpactsystems across multiple areas

• Report on your teams progress for project and other key metrics, in addition to presenting detailed and implementable ideas for areas to further improve or influence product or project delivery

• Initiate and support all aspects of performance management for team members - mentoring, performance and coaching plans, reviews, warnings, terminations, etc.

• Cultivate a culture that motivates all levels of performers to higher levels of achievement

• Foster a culture of growth mindset that acknowledges and expects individuals to grow and be accountable. Influence those you motivate and coach to be receptive to feedback.

• Identifywhere technical or analytical skill gaps put future team deliverables at risk and craft a plan to remediate, consistently challenge team members to share knowledge and learnnew technologies

• Craft and deliver strategic and well-structured persuasive arguments to drive projects that drive process improvement, enhance cost leadership, and/or customer experience

• Develop the team budget and be accountable for reporting on results achieved at regular intervals

• Significantly contribute to the team planning process to include surfacing associate level proposals

• Collaborate with the product teams to understand their pain points around performance, resiliency and formulate strategies to address recurring issues in a sustainable way

• Influence and build vision with product owners to ship quality products in a faster pace

• Drive the team towards building solutions towards the long-term goals while ensuring thathigh prioritytech debts are solved in an efficient way

• Consistently share best practices and improve processes within and across teams

Qualifications

• Strong foundationin algorithms, data structures, and core computer science concepts

• Basic UI/UX, API, and prototype design; REST/JSON/XML and integrations withAmazon Connectcontact flows,Lambda, andAPI Gateway

• Fluency with Python, Java, Go, .NET, JavaScript/TypeScript, XML, JSON, and RESTful web services

• OOP, design patterns, microservices, and frontend/backend unit testing (including backends invoked from Connect)

• Cloud concepts: SaaS, PaaS, IaaS;Amazon Connectas managed contact-center SaaS onAWSwithIAM,VPC, andCloudWatch

• Fast learner; quick to adopt newAWSandConnectcapabilities (routing, flows, Lex, etc.)

• Strong multi-cloud knowledge (AWS, GCP, Azure) withAWSdepth:Connect,Lambda,S3,DynamoDB/RDS,SNS/SQS,EventBridge,CloudWatch,IAM,VPC

• Data modeling and architecture for analytics, reporting, and AI/ML;ConnectCTRs and streaming/analytics pipelines (e.g.,Kinesis) where applicable

• Scaled contact centers;Amazon Connect(queues, routing profiles, flows, tasks, outbound,Lex/Polly/Lambdaintegrations)

• Operational portals:AWS Management Console/Connectadmin andAzure Portal

• Monitoring and performance:CloudWatch,X-Ray, dashboards/alarms, Connect queue and service metrics

• Metrics-driven prioritization: correlate drivers and outcomes (SLA, handle time, abandonment, system latency)

• MS Office (PowerPoint, Outlook, Word); Zoom and Slack

• Agile delivery; Jira, Azure DevOps, Portfolio

• Program management: MS Project, Visio, Excel

• Strong understanding of Site Reliability Engineering and DevOps principles

• Strong technical acumen in Cloud Architecture, Performance Benchmarking, and Capacity planning

• Experience with driving cultural change in technical excellence, quality, and efficiency

• Experience managing and growing technical leaders and teams

Experience

• 8+ yearswith customer communications platforms, services, and software (e.g., contact center, omnichannel,CPaaS, or adjacent integrations).

• 6+ yearshands-on codingexperience.

• 5+yearsbuilding and operating software in alarge-scale, mission-criticalenvironment (reliability, incident response, change discipline).

• 5+ yearsmanaging and developing technical teamshiring, coaching, performance conversations, capacity planning, and day-to-day prioritization in addition tosupervising personnelin technical operations or engineering settings.

• 5+ yearstechnical / engineering managementexperience: owning roadmaps and delivery, cross-functional alignment with product and operations, and accountability for quality, timelines, and production health.

• 5+ yearswith a major public cloud (AWSpreferred;GCPorAzureacceptable), including design, implementation, and operational ownership of cloud-based services.

• 2+ yearswithautomated testingunit, integration, and end-to-end functional tests including standards and practices for teams you lead or oversee.

Education

• Bachelors Degree in Information Technologyor related field, or equivalent experience

Location