Engineering Manager-Voice_Digital Banking Kotak 811_0434_8147_1095646

Engineering Manager-Voice_Digital Banking Kotak 811_0434_8147_1095646

Job Description – Engineering Manager (Voice) Role Purpose We are looking for an Engineering Manager – Voice to lead the design, development, and delivery of voice technology solutions. The role involves managing engineering teams, driving voice platform initiatives, improving customer experience, and ensuring high availability and performance of voice systems. Key Responsibilities  Lead and manage the Voice Engineering team.  Drive development, enhancement, and maintenance of voice platforms and telephony solutions.  Work closely with business, product, operations, and technology teams to deliver voice related projects.  Ensure platform stability, performance, security, and scalability.  Monitor system availability and resolve critical issues within defined timelines.  Manage vendor relationships and coordinate with external partners when required.  Define technical roadmaps and support implementation of new voice technologies.  Conduct code reviews, technical design reviews, and ensure adherence to engineering standards.  Mentor and develop team members to build a high-performing engineering team.  Drive automation and process improvement initiatives to enhance operational efficiency. Required Skills & Experience  Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.  8-12 years of experience in Voice Engineering, Telecom, Contact Center Technology, or related domains.  2-4 years of experience leading engineering teams.  Strong understanding of telephony systems, IVR, SIP, VoIP, and contact center technologies.  Experience working with cloud-based voice platforms and integrations.  Knowledge of system architecture, application integration, APIs, and troubleshooting.  Strong stakeholder management and project management skills.  Excellent communication and team leadership abilities. Preferred Skills  Experience with Genesys, Avaya, Cisco, Amazon Connect, or similar voice platforms. This is an Internal document.  Knowledge of AI/Conversational Voice solutions and speech analytics.  Experience in BFSI or large enterprise environments.  Familiarity with Agile and DevOps practices. Key Competencies  People Leadership  Stakeholder Management  Problem Solving  Strategic Thinking  Delivery Excellence  Customer Focus