Software Engineering Senior Manager, CCaaS

As a Software Engineering Senior Manager, you will drive execution and product delivery across multiple teams to Credit Acceptance customers (dealers, consumers & internal). You’ll own end-to-end delivery of the products we build - from the moment we dream big (with our big hairy audacious goals) to the day we are measuring our results after production ramp. You’ll also be at the forefront of the technology transformation that is currently underway at Credit Acceptance, as we move towards modern software development practices, embrace agile & re-architect our services and applications for the next 50 years. Lastly, you’ll do this in with a focus on customer obsession and a boundaryless leadership mentality – there’s no problem we can’t solve with the right teamwork.

Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required.  However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member ​

Platform Strategy and Architecture

• Define and own the end-to-end technical strategy for migrating legacy contact center systems (voice, chat, email, SMS) to a modern CCaaS platform.

• Collaborate with principal engineers, security, and infrastructure teams to ensure integration patterns, scalability, and resilience align with organizational standards.

• Define the integration blueprint with CRM, workforce management, and analytics systems.

• Establish a roadmap for phased migration while minimizing business disruption and ensuring high availability.

Technical Execution and Delivery

• Oversee the design, build, and deployment of APIs, IVR/IVA flows, routing logic, and omnichannel experiences on the CCaaS platform.

• Ensure data migration (customer interaction history, agent profiles, queues, reporting structures) is handled securely, with data integrity and compliance.

• Drive automation and CI/CD pipelines for CCaaS configuration, infrastructure-as-code, and monitoring setups.

• Define and enforce engineering best practices for resilience, observability, and failover.

• Track technical dependencies and risks (network, telephony carriers, SIP trunking, authentication flows) and ensure timely resolution.

• Partner with InfoSec to ensure platform configurations meet enterprise security, data privacy (CCPA), and regulatory compliance requirements.

• Implement secure authentication (SSO, OAuth) and role-based access control for agents, supervisors, and admins.

• Ensure compliance in call recording, data retention, and interaction storage.

Team leadership and Coaching

• Lead and mentor engineering teams (backend, integrations, QA, DevOps) responsible for delivering the CCaaS solution.

• Provide technical guidance on migration trade-offs, API design, and system integrations.

• Promote engineering culture focused on scalability, reliability, and quality in customer-facing systems.

Stakeholder & Cross-Functional Collaboration

• Partner with Product, Operations teams to define functional and non-functional requirements.

• Collaborate with vendor professional services teams for advanced configuration, feature enablement, and troubleshooting.

• Provide executive-level reporting on technical progress, risks, and mitigation strategies.

Operational Readiness & Post-Migration

• Define SLAs, SLOs, and monitoring dashboards for CCaaS performance, agent productivity, and customer experience metrics.

• Oversee disaster recovery planning, load testing, and failover simulations before go-live.

• Establish a continuous improvement process for platform optimization (routing, AI-driven self-service, reporting enhancements).

Competencies: The following items detail how you will be successful in this role.

• Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer’s shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.

• Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.

• One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.

• Owner’s Mindset: Owner’s Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business.

Requirements:

• Bachelor’s degree in computer science, Information Systems, or closely related field of study; or equivalent work experience

• Minimum 10+ years of software engineering experience or comparable depth of experience

• Demonstrated experience in migrating customers from on-prem telephony providers to CCaaS providers (for ex: Genesys, Acqueon) and networking fundamentals (SIP, MPLS)

• Experience implementing CI/CD best practices and CX as code using toolsets such as GitHub, Terraform and Cyara

• Experience with cloud providers such as AWS

• Strong technical expertise in designing omnichannel conversation flows

• SQL skills to analyze data and make informed decisions

• Ability to work independently and as part of a team in a fast-paced, dynamic environment

• Excellent written and verbal communication skills to manage team, stakeholder and vendor relationships

• Familiarity with agile development methodologies

Preferred:

• Financial services or FinTech industry experience

• Understanding of agentic AI and ML capabilities to drive operational efficiency

Target Compensation: A competitive base salary range from $ 182,274 – $267,335. This position is eligible for an annual variable cash bonus, between 15 - 30%. Bonus amounts are based on individual performance. Final compensation within the range is influenced by many factors including role-specific skills, depth and experience level, industry background, relevant education and certifications. 

Candidates who reside in the following major metropolitan areas may be eligible for a premium on top of the posted range based on their specific zone: San Francisco, Seattle, Boston, New York City, Los Angeles and San Diego. 

INDENGLP 

#zip 

#LI-Remote 

Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work 

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

To create an environment where people do their best work, we focus on the dimensions of Organizational Health. All leaders must:

• Identify the Right People by recognizing top talent
• Set Clear Expectations by managing change and directing others
• Train team members and focus on developing talent
• Performance Manage by ensuring accountability and driving results
• Create the Right Environment by establishing trust and managing conflict
• Maintain the Right Number of team members needed to build an effective team

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term.  If you are actively looking or starting to explore new opportunities, send us your application!

 

P.S.

We have great details around our stats, success, history and more.  We’re proud of our culture and are happy to share why – let’s talk!

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Play the video below to learn more about our Company culture.