Senior Manager, Systems Software Engineering

Your potential has a place here with TTEC’s award-winning employment experience.  Senior Manager, Systems Engineering working remotely in Metro Manila, Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

What You’ll Do

In this role you have to understand in several directions at once: the platform and how it truly behaves in production, the client we are put in front of, the operations partners who rely on these systems every day and the partner teams who build and sell alongside us. Seeing the work through all of those eyes, not only the platform's, is what lets us integrate more cleanly, build with fewer surprises and support with more care. That habit sits at the center of how we work here. It is the first thing we look for.

You will partner closely with the Executive Director on RFPs, client meetings and sales engineering, moving easily between deep technical work and honest conversations with executives and clients. We want someone steady and clear, genuinely good with people, who asks good questions before reaching for answers and who cares about getting the details right.

What you will own

Platform and product ownership 

• Own the stability, performance and roadmap of the contact center platform environment, including Google CCaaS or a comparable platform, plus CRM, IVA, IVR, QA, Analytics and channel integrations. 

• Own the platform as its product owner. Prioritize enhancements, coordinate delivery with the teams who depend on it and keep the pipeline of future requests and risks in view. 

• Guide design and architecture decisions so the environment stays scalable, secure and aligned with enterprise standards.

 Governance, security and compliance 

• Own the annual engineering documentation and everything we need in place before a platform goes live: runbooks, governance documents, risk registers and support models. 

• Lead security work across the environment, including security audits, SOX and PCI.

• Review and sign off on audit and test results, then make sure issues get fixed and closed. 

• Plan and run tabletop disaster recovery exercises from start to finish: the prep, the exercise itself and the report afterward.

Change management

• Serve as CAB approver for changes in the environment, covering risk assessment, testing, validation and rollback planning. 

• Own the RFC process and peer review of changes so standards and documentation stay consistent. 

Reporting and metrics 

• Produce weekly status reports covering incidents, changes, capacity, risks and key accomplishments.

• Own monthly scorecards, including KPIs, SLAs, incident metrics, change metrics and customer impact. 

• Set clear goals for the team and platform across engineering, reliability, quality and improvement, then track progress and follow through.

Team leadership and escalation

• Lead a global team of Tier 1 and Tier 2 engineers who build, deploy, integrate and run these platforms day to day, covering systems support and incident response. 

• Set clear priorities, remove blockers and help each person on the team grow. 

• Act as the senior escalation point for complex incidents and systemic issues, coordinating with platform engineering when needed.

 • Keep the team staffed and scheduled to support 24 X 7 coverage. 

• Own timekeeping and resource tracking in Jira and Tempo, so utilization stays accurate and within policy. 

Client, sales and RFP support 

• Represent the platform's engineering, architecture and support model in client meetings. Explain how it is designed and how it runs in plain terms. 

• Contribute to RFPs on architecture, engineering, security, DR and support model, working closely with sales engineers and executive leadership. 

• Prepare quotes and estimates for sales engineers as part of RFP responses, including effort sizing, timelines and cost estimates for both build and run.

Tools and documentation

Training and continuous improvement

What we are looking for

• A habit of seeking to understand first. Before you change a system, you work to see it through the eyes of the client, the customer, our operations partners and the partner teams we work alongside. 

• Experience building, integrating and running an enterprise CCaaS platform. Google Contact Center AI is preferred. We will also happily consider Genesys Cloud, Amazon Connect, Five9 or similar. 

• Product management or platform ownership experience for a technical product or service, ideally in contact center or customer experience technology. 

• A track record leading Tier 1 and Tier 2 support teams and serving as an escalation point for production systems. 

• Hands on experience with governance, audits and security and compliance work, including SOX, PCI, security audits and DR exercises. • Proficiency with Jira, including Tempo or a similar time tracking tool, along with Confluence and standard reporting tools. 

• Strong communication skills and real comfort in client facing settings, including RFP support, technical presentations and sales collaboration. 

• Proven ability to lead distributed teams across multiple geographies and time zones. 

Nice to have 

• Direct experience with Google Contact Center AI virtual agents and related training programs.

 • A history of owning structured reporting, such as weekly status reports and monthly scorecards, for a critical production platform. 

• CAB and formal change management experience in a regulated or enterprise environment. 

• Background designing or overseeing architecture for contact center or customer experience platforms.

 • Experience with CRM, IVA, IVR and channel integrations.

What You Can Expect

·Supportive of your career and professional development

·An inclusive culture and community minded organization where giving back is encouraged

·A global team of curious lifelong learners guided by our company values

·Ask us about our paid time off (PTO) and wellness and healthcare benefits

·And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/ for more information.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Remote