Senior Software Engineering Manager

Position: Senior Manager, Software Development & Architecture Location: Toronto, ON (Hybrid) About the Role We’re seeking a Senior Manager, Software Development & Architecture to lead a high-performing engineering team focused on building scalable, AI-enabled contact center and digital support solutions. This role requires a seasoned technical leader who combines hands-on software expertise with strong leadership and strategic thinking. You’ll be responsible for building and mentoring a team of developers, collaborating cross-functionally with product, data science, and architecture teams, and driving the technical vision for enterprise customer support platforms. What You’ll Do Build, grow, and mentor a team of Agile developers focused on digital onboarding, telephony, and support platforms. Collaborate with product owners, architects, and other stakeholders to translate business needs into scalable technical solutions. Define and enforce architectural standards, coding best practices, and performance guidelines. Stay close to the code—conduct code reviews and ensure engineering excellence across all deliverables. Anticipate challenges, manage escalations, and balance competing priorities in a fast-paced environment. Partner with cross-functional teams (including data science and architecture) to integrate emerging technologies and innovative approaches. Provide technical leadership and mentorship to developers and technical leads, fostering a culture of accountability, innovation, and continuous learning. Oversee release schedules, feature backlogs, and ensure predictable delivery of key initiatives. Contribute to strategic planning, platform roadmaps, and investment proposals for future development initiatives. What You Bring Bachelor’s degree in Computer Science, Engineering, or equivalent experience. 5 years of software development and architecture experience, including 3 years in a leadership or management role. Proven experience leading Agile teams in a complex technical environment. Hands-on full stack development experience (Java or equivalent technologies). Experience with at least two of the following call center technologies : Ada (AI-powered customer service) Five9 (Contact Center) KMS Lighthouse (Enterprise Knowledge Management) Strong architectural mindset with the ability to design scalable, maintainable enterprise systems. Excellent communication skills and the ability to lead through influence and collaboration. Comfortable operating in ambiguity—able to make sound decisions without needing step-by-step direction. Track record of mentoring technical talent and building high-performing teams. What You’ll Get Competitive compensation with performance-based bonus. Comprehensive benefits from day one, including health and personal spending accounts. Retirement planning support with company-matched contributions. Professional growth opportunities through courses, mentorship, and internal mobility programs. Flexible hybrid work options and paid time off—including a company-wide shutdown between Christmas and New Year’s. Access to wellness programs, employee recognition, and exclusive partner discounts.

Location: Toronto, Ontario, CA

Posted Date: 11/13/2025