Group Manager, Software Engineering (TCF)

Job description

Job Title: Group Manager, Software Engineering (TCF) Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.We are seeking a senior NICE CXone Solution and Transformation Leader to provide strategic, architectural, technical, commercial, and delivery leadership for enterprise-scale Customer Experience transformation programs.This role will be accountable for shaping CXone solution strategy, defining scalable architecture, governing delivery outcomes, advising senior stakeholders, and driving measurable business value across cloud contact center, digital, AI, automation, analytics, and enterprise integration initiatives. The ideal candidate will operate confidently across executive, business, architecture, engineering, delivery, and commercial functions, translating customer objectives into secure, reliable, innovative, and commercially viable CX solutions. The role will also position Concentrix’s NICE CIP capability as a strategic alliance model with executive sponsorship, certified delivery depth, portfolio-led market offerings, and measurable enterprise outcomes rather than a tactical implementation or subcontracting channel. Key ResponsibilitiesDefine and drive the enterprise NICE CXone technology and transformation strategy aligned to business objectives, customer experience goals, and organizational priorities. Own the CX technology roadmap, identifying opportunities to modernize contact center capabilities through cloud, digital, automation, AI, analytics, agent-assist, and workforce optimization technologies. Act as a trusted advisor to customers, executives, and senior stakeholders, influencing strategic decisions and shaping long-term transformation initiatives. Establish architecture principles, technology standards, governance models, reusable frameworks, and best practices for NICE CXone implementations. Evaluate emerging technologies and industry trends and translate them into practical strategies and differentiated customer solutions. Develop and govern a NICE CIP strategic alliance approach for Concentrix, ensuring executive sponsorship, partner alignment, capability planning, and customer outcome ownership. Solution Architecture & Technical LeadershipProvide executive-level ownership of solution architecture and technical strategy for complex, multi-platform NICE CXone transformation programs. Define scalable target-state architectures, integration strategies, technology roadmaps, and implementation frameworks. Lead architectural decisions across CXone, CRM, middleware, APIs, telephony, SIP/VoIP, PBX, BYOC, CTI, IVR, routing, AI ecosystems, and enterprise applications. Ensure solutions meet requirements for scalability, resilience, security, performance, compliance, maintainability, observability, and operational readiness. Govern technical decisions across global delivery teams and ensure alignment with enterprise architecture standards. Solution Architecture & Technical LeadershipProvide executive-level ownership of solution architecture and technical strategy for complex, multi-platform NICE CXone transformation programs. Define scalable target-state architectures, integration strategies, technology roadmaps, and implementation frameworks. Lead architectural decisions across CXone, CRM, middleware, APIs, telephony, SIP/VoIP, PBX, BYOC, CTI, IVR, routing, AI ecosystems, and enterprise applications. Ensure solutions meet requirements for scalability, resilience, security, performance, compliance, maintainability, observability, and operational readiness. Govern technical decisions across global delivery teams and ensure alignment with enterprise architecture standards. Program Delivery & GovernanceProvide end-to-end technology and delivery governance across large, complex NICE CXone programs. Establish delivery models covering planning, architecture, engineering, testing, deployment, release management, hypercare, operational readiness, and transition to support. Ensure programs remain aligned to scope, timelines, quality, budget, risk, architecture, security, and business outcomes. Own identification, escalation, and resolution of strategic risks, issues, dependencies, and cross-functional blockers. Drive continuous improvement across delivery methodology, engineering practices, automation, quality, and operational processes. People & Organizational LeadershipLead and develop global, cross-functional architecture, engineering, delivery, and technical teams. Build a technical leadership culture focused on accountability, innovation, engineering excellence, customer outcomes, and continuous improvement. Mentor architects, technical leads, engineers, and emerging leaders to create a sustainable CX technology leadership pipeline. Define capability-building strategies across skills development, certifications, reusable assets, automation, and knowledge management. Drive collaboration across engineering, product, delivery, sales, security, infrastructure, and business functions. Build named, module-wise certified coverage across NICE CXone capabilities and roles, including AI, Analytics, WFM/WEM, Routing, Digital, CRM/API integration, migration, and managed optimization. Required Experience & CapabilitiesDeep experience in NICE CXone solution strategy, architecture, implementation, and transformation leadership. Strong understanding of contact center technologies, including voice, digital, routing, IVR, CTI, SIP/VoIP, BYOC, WFO/WFM, quality, analytics, and customer engagement platforms. Experience integrating CX platforms with CRM, enterprise applications, APIs, middleware, AI platforms, automation tools, and knowledge management ecosystems. Proven ability to lead enterprise-scale delivery governance, architecture governance, risk management, and stakeholder engagement. Demonstrated experience supporting pre-sales, solution estimation, proposals, executive presentations, and commercially viable transformation solutions. Experience building a portfolio of NICE CXone services beyond implementation, including migration, AI delivery, analytics, WFM/WEM, CRM/API integration, and managed optimization offerings. Core CompetenciesEnterprise Solution Architecture CX Transformation Strategy Technology Strategy and Roadma