Manager, Software Development

About the company

Seeking curious and creative types! We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, the company addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience.

About the role

The team at the company is looking for a Manager, Software Development to lead a talented team of software engineers building scalable, high-quality features for our AI software platform.

As Manager, Software Development, you’ll combine strong people leadership with technical expertise to help your team do their best work. You’ll coach and develop Software Developers, remove roadblocks, drive technical execution, and work closely with Product and other Engineering teams to turn ambitious ideas into reliable, production-ready software.

This is a hands-on leadership role for someone who enjoys solving complex problems, developing great engineers, and creating the environment and practices that allow teams to move quickly without sacrificing quality.

As Manager, Software Development, you will…

• Lead and develop a team of software Developers through regular coaching, 1:1s, performance feedback, career development, and technical guidance.

• Drive execution across feature development, infrastructure improvements, and technical debt, helping the team deliver predictably against product and engineering priorities.

• Champion technical excellence across code quality, architecture, testing, security, reliability, and operational stability.

• Partner closely with Product to refine requirements, establish priorities, and translate product goals into clear, achievable technical work.

• Drive the effective adoption of AI across the team’s development practices, including project planning, tooling, workflows, operational usage, and cost management to improve engineering efficiency and innovation.

• Remove barriers to team success by proactively identifying blockers, facilitating technical decisions, and ensuring engineers have the context and resources they need.

• Build and scale the team by contributing to workforce planning and leading the recruitment, selection, and onboarding of software engineering talent.

• Continuously improve development practices and workflows to increase team effectiveness, delivery speed, and responsiveness as priorities evolve.

• Own production excellence across the team by helping the team maintain healthy, reliable services and continuously learn from incidents and operational challenges.

• Contribute to engineering strategy , bringing forward ideas and perspectives on emerging technologies, engineering practices, and longer-term architectural decisions relevant to our AI platform.

As a Manager, Software Development, you have…

• 5+ years of software development experience, including at least 2+ years in an engineering leadership or management role .

• A degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.

• Strong experience with one or more modern programming languages such as Python, TypeScript, or Java in scalable, production SaaS environments.

• Hands-on experience building and deploying cloud-based services using AWS, GCP, or Azure, with a strong understanding of modern distributed and microservices architectures.

• A proven ability to lead complex software projects through the full software development lifecycle while managing priorities, dependencies, and risk.

• Strong knowledge of modern software engineering practices, including testing, API and database design, security, and production reliability.

• Experience coaching and developing software engineers while creating an environment of accountability, collaboration, and continuous improvement.

• Strong communication and problem-solving skills, with the ability to navigate technical discussions and work effectively across Engineering, Product, and other teams.

• Experience working with Machine Learning or Data Science teams and AI-driven products is considered an asset.

• Experience helping build and scale engineering teams in a fast-moving startup or growth-stage technology environment.

Life at the company

The company gives you the opportunity to collaborate and grow your career with a creative, diverse, and passionate team. We work hard and play often, with a flexible environment that works with you. A career at the company means being part of a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.

We’ve got a shared mission and the company future. Join us today!

The company provides Equal Employment Opportunities in accordance with all provincial and federal laws. The company is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

The company is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.