Senior Manager, Software Development – Conversational IVR and AI

• Lead a software development team in designing, developing and deploying conversational IVR and AI solutions using platforms including Avaya Experience Portal, Avaya Aura, Avaya Breeze, Dialogflow, Kore.ai, Agentic and Google Agentic
• Oversee integration of advanced conversational interfaces with existing systems, optimizing IVR workflows and call routing to elevate customer interactions
• Guide the implementation and ongoing improvement of AI-driven voice and chat solutions, ensuring alignment with Spectrum’s technical standards and architecture
• Collaborate with cross-functional teams to prioritize initiatives, allocate resources and manage budgets and timelines for enterprise projects
• Act as the primary escalation point for technical and project challenges, resolving obstacles to support timely and successful solution delivery
• Ensure robust documentation and effective knowledge sharing on all conversational AI and IVR initiatives
• Advise leadership on strategic direction, technical planning and the adoption of emerging technologies in conversational systems

• Bachelor’s degree in Information Technology, Computer Science, related field or equivalent work experience
• 6+ years of software engineering experience
• 3+ years of leadership experience
• Proficiency in reading, writing and speaking English, with clear and professional communication skills
• Hands-on experience with Avaya platforms (Experience Portal, Aura, Breeze), Dialogflow, Kore.ai, Agentic and Google Agentic
• In-depth knowledge of IVR system design, integration and optimization
• Knowledge of Spectrum products and services
• Strong attention to detail and quality with effective problem-solving and communication skills
• Expertise in automation, testing and code quality for voice and chat solutions
• Demonstrated experience leading Agile or Scrum teams in software development environments
• Ability to take ownership of technical decisions and deliver results under pressure
• Capacity to manage multiple projects and apply best practices in software delivery

• Experience leading Agile teams and facilitating Agile ceremonies
• Experience with data analytics software integration in conversational platforms
• Familiarity with WiFi and wireless technologies, architectures and standards
• Experience with Continuous Integration and Continuous Delivery pipelines for IVR/AI solutions
• Understanding of Test-Driven Development and automated testing for conversational interfaces
• Strong familiarity with software architecture patterns and their application to voice and chat solutions

comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life