Manager Engineering

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You'll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

Gainwell Technologies is seeking a seasoned and proactive Manager, Engineering to lead the ICC (Information & Communication Center) Engineering team. This leadership role is responsible for overseeing the support and enhancement of Verint Operations Manager (OM) and Workforce Engagement (WFE) tools. The ideal candidate will bring technical acumen, team leadership experience, and a strong background in workforce and operations technology to drive innovation, efficiency, and user satisfaction across platforms critical to our business operations.

Your role in our mission

Team Management & Leadership

• Lead, mentor, and develop a team of engineers responsible for the maintenance and support of Verint OM and WFE tools.
• Manage team performance, resource allocation, and career development through regular feedback and performance reviews.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.

Technical Oversight

• Oversee the administration, configuration, and optimization of Verint OM and WFE systems.
• Ensure system uptime, performance, and integration with other enterprise platforms.
• Guide root cause analysis for complex issues, ensure effective resolution, and implement preventive measures.

Project Management

• Drive engineering projects related to tool upgrades, integration, reporting enhancements, and workflow automation.
• Collaborate with cross-functional stakeholders in IT, Operations, and Business Units to gather requirements, define priorities, and deliver quality solutions on schedule.
• Ensure compliance with ITIL practices, security policies, and change control procedures.

Stakeholder Engagement

• Act as the primary point of contact for internal customers using Verint tools.
• Provide reporting and insights to business leaders to support operational decisions and workforce planning.
• Coordinate vendor engagement and support escalation with Verint and related third-party providers.

What we're looking for

• Bachelor's degree in Computer Science, Engineering, or related field; Master's preferred.
• Minimum of 8-10 years of IT experience, with at least 1-3 years in a managerial or technical lead role.
• Hands-on experience with Call Center Platforms/Products.
• Proven experience in managing engineering/support teams in a large-scale enterprise or BPO environment.
• Strong project management, organizational, and analytical skills.
• Excellent verbal and written communication skills.

What you should expect in this role

• This opportunity is 100% remote within the United States, with opportunity to travel up to 15% annually.

The deadline to submit applications for this posting is July 22, 2025.

The pay range for this position is $104,700.00 - $149,500.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.