Senior Software development manager, Contact Center

Senior Manager - Software Development & Architecture (AI Contact Center Solutions)

Location: Toronto, ON (Hybrid - 2-3 days onsite)

We're seeking a Senior Manager, Software Development & Architecture to lead Agile teams building digital onboarding, AI-driven support, and telephony platforms for a leading organization in the financial technology space.

What You'll Do:

• Lead and mentor Agile development teams delivering enterprise-grade digital support and contact center solutions.
• Define and implement software architecture standards ensuring scalability, performance, and maintainability.
• Collaborate cross-functionally with product, engineering, and leadership teams to drive platform innovation.
• Conduct architecture and code reviews, promote engineering best practices, and manage multiple delivery streams.
• Guide platform evolution by integrating emerging technologies such as AI-powered customer service and enterprise knowledge management systems.

What You Bring:

• 8+ years of progressive software development experience, including 3+ years in team leadership or architecture roles.
• Strong hands-on coding background and current experience reviewing code and technical designs.
• Proven experience in AI-enabled contact center or digital support technologies - ideally two of the following:
• Ada (AI-powered customer service)
• Five9 (Contact Center)
• KMS Lighthouse (Enterprise Knowledge Management)
• Experience leading Agile delivery teams, setting technical direction, and aligning platforms with business strategy.
• Excellent communication and stakeholder management skills.