Snr Manager, Software Development & Architecture (CCaaS / CX / AI)

Akkodis is partnered with a leading financial service firm who specialize in payment processing here in Toronto. They're looking to recruit a Senior Manager, Software Development & Architecture to lead Agile teams responsible for building and evolving Digital Onboarding, Digital Support, and Telephony platforms in a fast-paced, customer-first environment.

This is a new, high-impact leadership role for a technical leader who can blend hands-on development expertise with architectural vision and team-building / people management skills.

What You'll Do:

• Build, lead and mentor a growing team of software engineers and architects, fostering innovation, collaboration, and technical excellence.
• Translate business requirements into scalable, maintainable, and high-performing technical solutions.
• Define and enforce software architecture standards, guidelines, and best practices across platforms.
• Collaborate with Product Owners, cross-functional teams, and stakeholders to plan releases, manage multiple streams of work, and deliver predictable results.
• Conduct architecture reviews, code reviews, and performance evaluations to ensure quality, compliance, and alignment with organizational goals.
• Anticipate technical challenges and guide the team through ambiguity with proactive problem-solving.
• Build relationships with internal stakeholders, supporting platform roadmaps, RFPs, and customer initiatives.

What You Bring:

• 8+ years in software development and architecture, including 3+ years leading technical teams.
• Experience working in software development, business intelligence, data architecture, and cloud-native and/or modern architecture practices.
• Experience with call center / customer engagement platforms (e.g., Five9, Genesys, Twilio Flex, Talkdesk, NICE CXone, Amazon Connect) or knowledge management systems (e.g., ServiceNow, Zendesk, Confluence). Candidates should have hands-on experience with at least one of these areas.
• Experience with Ada or similar AI-powered customer service platforms, including AI integration with CRM and/or contact center solutions, conversation AI, virtual agent automation, etc.
• Deep understanding of Agile methodologies and modern software development practices.
• Strong leadership, mentoring, and team-building skills.
• Comfortable navigating ambiguity, solving unprecedented problems, and anticipating potential issues before they arise.
• Experience in financial services, payments, or fintech is a strong asset but not required.

Why This Role:

• Shape the evolution of key digital platforms that directly impact customer experience
• Lead a growing, high-performing team in a collaborative, innovative environment.
• Drive architectural strategy and platform modernization in a dynamic and fast moving industry.

If you're interested in learning more, don't hesitate to apply today!