Manager, Software Engineering (Contact Center Technologies) (NJUS)

About the Role

As a Manager, Software Engineering (Contact Center Technologies) you will contribute to the direction of technology that impacts NetJets ability to create an exceptional owner experience one travel at a time. Expect to provide strategic direction, technical leadership, and people management for the teams responsible for NetJets’ enterprise communications platforms. This includes Genesys Cloud, Microsoft Teams Phone, contact center technologies, carrier services, voice infrastructure, messaging capabilities, and supporting integrations. You will lead engineers and technical resources responsible for the implementation, administration, support, reliability, and modernization of these business-critical services. You will work closely with Architecture, Cyber Security, Infrastructure, ITSM, business stakeholders, carriers, and technology partners to deliver secure, resilient, scalable, and supportable communications solutions. If you are passionate about developing high-performing engineering teams, delivering reliable enterprise communication services, and modernizing voice and contact center technologies for the undisputed leader in private aviation, we want to hear from you.

Responsibilities

• Hire and manage the performance of telecom and collaboration technical resources based on service reliability, delivery outcomes, engineering standards, and business objectives.
• Coach and mentor engineers, technical leads, supervisors, and other team members, maximizing each individual's ability to reach their fullest potential and achieve individual and organizational goals.
• Ensure the team has the appropriate skills, capacity, documentation, and operational readiness to support Genesys Cloud, Microsoft Teams Phone, carrier services, voice infrastructure, messaging technologies, and related integrations.
• Lead the development and execution of strategic roadmaps for enterprise voice, contact center, messaging, telecom, and collaboration platforms.
• Collaborate across the organization on one-team initiatives that require multiple technology and business groups to deliver successful outcomes.
• Provide technical direction for platform architecture, call routing, carrier connectivity, cloud communications, integrations, monitoring, resiliency, disaster recovery, and business continuity.
• Ensure proper prioritization of business value, technology hygiene, platform modernization, security, technical risk, lifecycle management, and operational stability.
• Remain accountable for the availability, performance, scalability, resilience, security, and technical health of supported telecom and collaboration services.
• Lead complex technical implementations, platform upgrades, migrations, automation efforts, and integrations while ensuring commitments are