Job Description

**Company Overview** With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. **About the Role** We are seeking a forward-thinking Senior Engineering Manager to lead the development and integration of advanced Contact Center platforms with AI-driven capabilities. This role is at the intersection of customer experience, intelligent automation, and scalable cloud services. You will be responsible for driving both the technical vision and execution for next-gen customer support and agent enablement tools. You'll lead a team of engineers and collaborate closely with product managers, AI/ML teams, and operations stakeholders to create seamless, efficient, and intelligent contact center experiences across voice, chat, and digital channels. **Key Responsibilities** - Lead end-to-end architecture, design, and development of contact center platforms, including IVR, call routing, CTI, and omnichannel engagement. - Oversee the integration of AI technologies such as NLP, speech analytics, conversational bots, predictive routing, and agent-assist tools. - Manage and grow a team of engineers, fostering a culture of innovation, high performance, and continuous learning. - Collaborate with AI/ML, product, and UX teams to deliver features that improve customer self-service and agent productivity. - Ensure systems meet performance, scalability, security, and compliance requirements (e.g., PCI, GDPR). - Define KPIs and lead initiatives to improve service levels, response times, and automation effectiveness. - Partner with vendors and internal stakeholders to evaluate and integrate third-party AI and CX solutions (e.g., Amazon Connect, Genesys, Five9, NICE, Google CCAI, OpenAI). **Required Qualifications** - 10+ years of software engineering experience, with at least 3+ years in a senior management or engineering leadership role. - Proven experience with Contact Center technologies, such as Amazon Connect, Twilio Flex, Genesys, Five9, or NICE. - Strong knowledge of AI/ML integration, especially in conversational AI, speech-to-text, sentiment analysis, or agent assist. - Experience managing omnichannel communication platforms, including chat, email, SMS, and voice. - Solid understanding of modern cloud infrastructure (AWS, GCP, or Azure) and DevOps principles. - Track record of building scalable, resilient systems with a focus on customer and agent experience. - Strong cross-functional collaboration skills and ability to influence stakeholders at all levels. **Preferred Qualifications** - Experience with OpenAI, Google Dialogflow, Azure Cognitive Services, or similar LLM/NLP platforms. - Background in customer service operations, workforce optimization, or contact center analytics. - Familiarity with real-time dashboards, reporting, and performance tuning for contact center operations. - Bachelor's or Master's degree in Computer Science, Engineering, or related field. **Where we're going** UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com. The pay range for this position is $202,300 to $290,800, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

Job Tags

Temporary work, Local area, Worldwide, Flexible hours, Shift work,

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