Senior 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 dynamic and experienced Senior Manager, Engineering to lead and manage the delivery and continuous improvement of Call Center Technology Solutions across the organization. This leader will be responsible for overseeing the engineering teams that support mission-critical voice and contact center platforms, including IVR, ACD, dialer, CTI, workforce management, and related technologies. The ideal candidate will bring a strong blend of technical expertise, strategic vision, and people leadership to ensure optimal performance, scalability, and user experience across all supported environments.

Your role in our mission

Leadership & Team Development

• Lead a multi-disciplinary team of engineers and support staff managing enterprise call center technology stacks.
• Drive performance management, mentoring, career development, and succession planning for team members.
• Build a high-performing, customer-focused engineering culture aligned with business objectives.

Technology Strategy & Execution

• Own the engineering roadmap and lifecycle management for contact center platforms, including on-prem and cloud-based solutions (e.g., Genesys, Avaya, Cisco, Verint, NICE).
• Define technology standards and architecture strategies to meet operational and business needs.
• Evaluate emerging technologies and trends to ensure Gainwell remains at the forefront of contact center innovation.

Operations & Support

• Ensure 24/7 availability and performance of contact center systems, meeting defined SLAs and KPIs.
• Oversee problem management, root cause analysis, and proactive issue prevention in production environments.
• Collaborate with NOC/SOC, ITSM, and cross-functional teams to ensure smooth operations and incident response.

Project & Vendor Management

• Lead implementation and upgrade projects for contact center technologies, including workforce optimization and analytics tools.
• Manage vendor relationships, contracts, and performance, ensuring alignment with strategic goals and cost efficiency.
• Partner with internal business units to understand requirements and deliver solutions that enhance user and customer experience.

Security & Compliance

• Ensure platforms comply with internal policies, regulatory standards (e.g., HIPAA, PCI), and industry best practices.
• Support audits, risk assessments, and continuous improvement initiatives related to contact center technologies.

What we're looking for

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field; Master's preferred.
• 10+ years of experience in IT and communications engineering, with at least 5 years managing teams responsible for call center technologies.
• Deep expertise in contact center platforms (Genesys, Cisco UCCE/UCCX, Avaya, Verint, NICE, etc.).
• Proven experience managing large-scale enterprise implementations and support programs.
• Strong understanding of VoIP, SIP, CTI, telephony routing, and IVR systems.
• Excellent leadership, communication, and stakeholder management 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 $160,900.00 - $201,100.00 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.