Description

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.