Title:  Manager, Software Engineering (Contact Center Technologies) (NJUS)

As a Manager, Software Engineering (Contact Center Technologies) you will contribute to the direction of technology that impacts NetJets ability to create an exceptional owner experience one travel at a time. Expect to provide strategic direction, technical leadership, and people management for the teams responsible for NetJets’ enterprise communications platforms. This includes Genesys Cloud, Microsoft Teams Phone, contact center technologies, carrier services, voice infrastructure, messaging capabilities, and supporting integrations.

You will lead engineers and technical resources responsible for the implementation, administration, support, reliability, and modernization of these business-critical services. You will work closely with Architecture, Cyber Security, Infrastructure, ITSM, business stakeholders, carriers, and technology partners to deliver secure, resilient, scalable, and supportable communications solutions.

If you are passionate about developing high-performing engineering teams, delivering reliable enterprise communication services, and modernizing voice and contact center technologies for the undisputed leader in private aviation, we want to hear from you.  

• Hire and manage the performance of telecom and collaboration technical resources based on service reliability, delivery outcomes, engineering standards, and business objectives.
• Coach and mentor engineers, technical leads, supervisors, and other team members, maximizing each individual's ability to reach their fullest potential and achieve individual and organizational goals.
• Ensure the team has the appropriate skills, capacity, documentation, and operational readiness to support Genesys Cloud, Microsoft Teams Phone, carrier services, voice infrastructure, messaging technologies, and related integrations.
• Lead the development and execution of strategic roadmaps for enterprise voice, contact center, messaging, telecom, and collaboration platforms.
• Collaborate across the organization on one-team initiatives that require multiple technology and business groups to deliver successful outcomes.
• Provide technical direction for platform architecture, call routing, carrier connectivity, cloud communications, integrations, monitoring, resiliency, disaster recovery, and business continuity.
• Ensure proper prioritization of business value, technology hygiene, platform modernization, security, technical risk, lifecycle management, and operational stability.
• Remain accountable for the availability, performance, scalability, resilience, security, and technical health of supported telecom and collaboration services.
• Lead complex technical implementations, platform upgrades, migrations, automation efforts, and integrations while ensuring commitments are achieved within the agreed scope, schedule, and budget.
• Support mission-critical, 24x7 communications services and establish a culture of continuous improvement that reduces incidents, improves restoration times, and strengthens platform stability and reliability.
• Provide leadership during major incidents, complex escalations, vendor issues, and root-cause investigations involving telecom, voice, contact center, and collaboration services.
• Establish and maintain effective monitoring, capacity planning, change management, problem management, documentation, and disaster recovery practices.
• Partner with Cybersecurity and Architecture to ensure supported platforms follow established security policies, architectural standards, and risk-management requirements.
• Manage carrier, vendor, licensing, contract, and professional-services relationships, including adherence to delivery commitments, service levels, security requirements, and internal standards.
• Identify opportunities to improve engineering efficiency through automation, standardization, self-service capabilities, improved tooling, and more effective operational processes.
• Develop and communicate service metrics, platform health information, project updates, resource needs, risks, and strategic recommendations to business and technology leadership.

• Experience supporting complex enterprise telecom, unified communications, contact center, or collaboration environments, with leadership experience in similar roles at mid-sized or large enterprises.
• Experience leading teams responsible for business-critical voice, contact center, collaboration, messaging, or communications platforms.
• Working knowledge of Genesys Cloud, Microsoft Teams Phone, enterprise telephony, SIP, call routing, carrier services, voice infrastructure, and contact center technologies.
• Experience managing the availability, performance, security, resiliency, scalability, and lifecycle of mission-critical technology platforms.
• Strong understanding of incident, problem, change, release, capacity, availability, and service continuity management practices.
• Experience managing telecom carriers, technology vendors, licensing agreements, support contracts, professional services, and delivery commitments.
• Knowledge of cloud communications, APIs, platform integrations, automation, monitoring, reporting, and operational support technologies.
• Strong analytical, problem-solving, troubleshooting, decision-making, and project management skills.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to audiences across all levels of the organization.
• Strong negotiation, collaboration, team facilitation, conflict resolution, and influencing skills.
• Ability to work effectively with cross-functional teams while managing multiple priorities, escalations, operational demands, and strategic initiatives.
• Ability to present recommendations, risks, roadmaps, and service performance metrics to executive leadership.
• Proven ability to navigate ambiguity, organizational change, technical challenges, and competing business priorities.
• Ability to build, coach, mentor, and retain high-performing technical teams while establishing accountability and clear expectations.
• Passion for people, customers, technology, service reliability, and continuous improvement.
• Genesys, Microsoft, ITIL, PMP, telecommunications, or related industry certifications preferred.