Job Requisition ID #22WD65791Position OverviewAutodesk is seeking a highly motivated Senior Engineering Manager to lead our talented Contact Center Engineering team. The Contact Center Engineering team is a critical domain chartered with designing and delivering robust, efficient, and capable Cloud Contact Center platforms that orchestrate Customer and Autodesk Agent interactions across all modalities including Voice, Chat, Video, Email/Cases and SMS. The Contact Center Engineering team produces meaningful positive impact on customer effort, agent effort, agent efficiency, team efficiency and platform effectiveness. We are a global Contact Center with internal users in 25+ countries and customers in many more global markets. Location: Bay Area Hybrid, Novi Hybrid, Atlanta Hybrid, Portland Hybrid, Remote US and CanadaResponsibilitiesResponsible for the successful technology strategy, design, and evolution of Contact Center Platform Effectively communicate technology vision, roadmap priorities, risks, roadblocks, interdependencies, and constraints strategically with leadership teams and stakeholders Develop and implement metrics for Contact Center platform that inform actions that positively influence the success of Customers, Agents and Teams Drive continuous improvement and automate tools, processes, and technology to allow for greater engineering throughput, quality, capabilities, skills and deliveryWork closely with enterprise architects, product management and department leadership teams to explore new technologies and promote an agile cultureReview and participate in key architecture and technical design decisions. Advance architecture, process, and tools through innovation, cutting edge technology and researchResponsible for deliverables including, but not limited to: technology roadmap, project delivery, platform improvements, release schedule, product quality and documentation and status reportsAble to measure organizational progress and health through metrics and resultsPeople management responsibilities including hiring talent, professional growth of direct reports, and vendor resource managementEnhance engineering efficiency, identifying opportunities and influencing the improvementProvide technical guidance, mentorship to the teammatesSupport and troubleshoot production issues Work with IT Operations to advance existing DevOps strategy for the build and deployment of software solutionsMinimum QualificationsBachelor's Degree in Computer Science / Information Systems or equivalent experience10+ years of software development & architecture experience, with at least 4 years of managerial experience in engineering delivery with Agile/SCRUM practicesMust have Salesforce CRM implementation experience preferably in Service Cloud. Experience in Salesforce Products like Live Agent(Chat), OmniChannel is a plusKnowledge in Contact Center domainStrong practical knowledge of Salesforce configurations, Lightning, VisualForce, Flex, Apex classes, Web services, APIsExperience working with internal and outsourced staffing modelsStrong Diagnostic & Analytical CapabilitiesExcellent Written & Oral Communication Skills with all levels of managementAbility to define the system landscape, to identify gaps between current and desired end-states, and deliver contact center solutionsAbility to prepare formal management presentations, along with organizing and conducting effective meetingsThrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environmentClick below to learn more about our benefits in the US.https://benefits.autodesk.com/ At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.Salary is one part of Autodesk’s competitive package. For U.S.-based roles, we expect a starting base salary between $163,200 and $264,000. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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