Software & Innovation Manager

Were Hiring: Software & Innovation Manager

Location: Santiago de los Caballeros

Schedule: MondayFriday 8:00 a.m.5:00 p.m. Saturday 8:00 a.m.12:00 p.m.

Compensation: To be discussed during the interview process

About the Role

We are seeking a highly strategic and hands-on Software & Innovation Manager to lead the design development and continuous improvement of our software automation and AI capabilities. This role will oversee the configuration integration and roadmap of our contact-center technology stack including CCaaS CRM WFM QM Knowledge Base analytics platforms and proprietary in-house tools.

Key Responsibilities

Lead and maintain a 1218 month applications and innovation roadmap aligned with business objectives

Serve as technical owner of CCaaS CRM WFM and QM platforms ensuring platform stability and release management

Standardize integration architecture using API-first and event-driven approaches

Drive automation RPA conversational AI and generative AI initiatives with measurable business impact

Establish and improve SDLC CI/CD test automation and Agile/Scrum methodologies

Build mentor and retain a high-performing engineering and innovation team

Lead technology implementations for new client launches and major operational changes

Required Qualifications

Bachelors degree in Computer Science Software Engineering Information Systems or related field

Minimum of 5 years leading engineering or software application teams

Strong hands-on experience with CCaaS CRM WFM/QM platforms automation and AI solutions

Experience integrating contact-center applications and familiarity with SOC 2 ISO 27001 PCI DSS or HIPAA standards

Fully bilingual: English & Spanish

Preferred Qualifications

Experience within BPO/contact-center environments

Multi-country leadership experience

Vendor certifications related to contact-center technologies

Knowledge of LLM applications and AI tools

MBA or commercial/business management training

If you are passionate about innovation automation and building scalable technology solutions we would love to hear from you.

Compensation & Benefits:

• Competitive base pay
• Lunch Allowance
• Childcare Subsidy
• Fully Paid Supplementary Insurance
• Annual Bonus Based on Company Performance
• Monthly Performance Incentive
• Monthly Activities to foster team spirit
• Career Plans with opportunities for professional growth and development.
• On-site psychological assistance