Lead Design Engineering

- Provide oversight and leadership to cloud team and technical leads

- Delegate and prioritize work to ensure effective execution of team/function deliverables

- Ensure knowledge transfer and cross-training of team to effectively support the business Product Support Maintenance & Documentation

- Drive proliferation of existing technology investments and capabilities to enable business efficiencies

- Escalation point with vendors or users on current product capabilities and enhancement requests

- Work closely with Team leads to maintain Documentations, CMDB, maintenances, contacts and contracts
Implementation- Establish and manage goals, reporting needs, key performance indicators / early indicators and dashboards for measurement of operation success

- Ensure operational readiness thru effective handoff of technologies and services into production

- Develop and/or oversee development of configurations, monitoring procedures and break/fix documentation
Operational Requirements

- Provide insight into operational requirements / needs and funding conversations.

- Participate in the annual budget and project planning process.

- Review and approve vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend.
Maintain Skill-Set & Relationships

- Maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business.

- Maintain strong relationship with key business partners driving technology consumption - understand their road-map and align technologies capabilities to achieve it

- Work with finance and business management teams to manage overall operational finance plan for voice & contact center technologies.

- Manage all business as usual changes work requests through Service Catalog, critique volumes and trends on an ongoing basis. Respond to escalations and SLA misses

Perform complicated, difficult, and independent assignments in the Cloud engineering team and ongoing production support for multiple technologies with the technical area of expertise. Responsible for designing, reviewing and approving and deploying robust, stable and manageable solutions while minimizing hardware/software/network downtime. Frequently assist in the procurement, configuration, and integration of new technologies.

Ensure code reviews and regular maintenance is performed as required. Actively collaborate with fellow members of the team and contractors/vendors on bridge calls to design and deliver cloud engineering solutions in an expeditious manner.

Ensure the uptime and response time SLAs/OLAs for services are met and or exceeded. Pro-actively monitor the stability and performance of various technologies within the area of expertise and takes appropriate corrective action before an incident or problem occurring.

Accountable to manage Escalations from fellow engineers and handle troubleshooting & Incident Management ~~ Proactive Monitoring & Preventative Maintenance ~~ Analysis ~~ Leadership & Partnerships ~~ Processes, Standards & Best Practices ~~ Documentation ~~ Continuous Learning
Manage effective relationships and works in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions ensuring that service level commitments and project time lines are maintained. Provide technical expertise, leadership, direction and prioritization of work to team members ensuring outstanding service delivery.
Frequently mentor, coach and contribute to the development of peers and other team members.
Continuously develop specialized knowledge and technical subject matter expertise by remaining apprised of Industry trends, the direction of emerging technologies, and their potential value to the business. Effectively present the value proposition of business appropriate emerging technologies to technology leadership.

Required Qualifications
7-10 years of Software Development experience in a professional environment and/or comparable experience.

Demonstrated experience leading a team of Technical Engineers.

Hands-on expertise with application design, software development and automated testing.

At least 5 years of hands-on experience in AWS cloud with any programming language and Operating system.

Excellent written and verbal communication skills.

Demonstrated ability to problem solve in the technology space and the ability to influence and optimize input from key stakeholders in the standard setting process

Proven ability to participate in, and contribute simultaneously to, multiple work streams including planning, logistics, communication, and follow up across a diverse and virtual team