Group Manager, Software Engineering (TCF)

Convergys; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Concentrix Bangalore seeks a Group Manager, Software Engineering (TCF) to lead enterprise CXone transformation and multi‑platform integration efforts. You will shape technology strategy, own the architecture, and drive delivery across global teams, ensuring scalable, secure, and high‑impact solutions that align with business objectives.

The role requires senior leadership, strategic thinking, and a track record of delivering complex customer experience programs at scale in a fast‑moving

Qualifications

• Senior leadership experience in large-scale software engineering programs.
• Expertise in enterprise architecture for CX platforms and multi-platform integrations.
• Strong stakeholder management and delivery governance.

Responsibilities

• Define and drive NICE CXone technology and transformation strategy.
• Own the CX technology roadmap including cloud, AI, analytics, and integrations.
• Provide executive-level ownership of solution architecture for complex programs.
• Lead global engineering teams and ensure delivery governance.

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 centre 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 Responsibilities

• Define 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 Leadership

• Provide 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 Leadership

• Provide 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 & Governance

• Provide 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 Leadership

• Lead 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 & Capabilities

• Deep 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 Competencies

• Enterprise Solution Architecture
• CX Transformation Strategy
• Technology Strategy and Roadmap Ownership
• Executive Stakeholder Management
• Client Advisory and Consulting
• Program and Delivery Governance
• Global Engineering Leadership
• Organizational Capability Development
• Risk, Issue, and Dependency Management
• Commercial and Pre‑Sales Leadership
• Solution and Technical Estimation
• Architecture Governance
• AI, Agentic AI, Automation, and Analytics Strategy
• Digital Customer Experience Modernization

Role Expectations

This is a senior leadership role requiring the ability to set direction, make complex technology decisions, influence executives, manage large‑scale transformation programs, develop technical teams, and deliver measurable business outcomes. The role is expected to operate as the accountable NICE practice leader for Concentrix, owning sales enablement, delivery governance, margin discipline, capability build, certification coverage, partner alignment, and customer outcomes. While strong NICE CXone technical depth is essential, the role is not primarily hands‑on engineering focused. The successful candidate must shift the focus from basic CXone go‑live delivery to certified AI‑enabled transformation, outcome‑based solutioning, and ongoing optimization that creates measurable enterprise value for customers. They will also be expected to develop and package reusable Concentrix NICE offerings across migration, AI, analytics, WFM/WEM, CRM and API integration, vertical use cases, managed services, and continuous optimization.

Ideal Candidate Profile

The ideal candidate is a technology and transformation leader with deep NICE CXone expertise and the ability to balance business strategy, solution architecture, delivery execution, and commercial priorities. They should demonstrate the ability to: Set the technology vision rather than only execute an existing design. Own outcomes rather than individual technical deliverables. Influence executives and customers rather than only manage engineering teams. Build organizational capability rather than depend on individual expertise. Shape commercial opportunities rather than participate only after a deal is defined. Lead transformation rather than simply implement the platform. Relevant NICE certifications and demonstrated experience leading large‑scale CX transformation programs are highly desirable.

Location

IND Bangalore - 55, Divyasree Towers, Bannerghatta Main Road

Language Requirements

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech‑powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand‑defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.