Website:
stancorpglobalservices.in
Job details:
The next part of your journey is right around the corner — with Standard India
A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams across the nation, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture, focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?
Job Summary
The Manager of Engineering (Total Experience Delivery – Customer Contact Technology (CCT)) is responsible for shaping and enhancing experience across The Standard’s digital products and platforms. With an eye to projects at the enterprise level, you will work collaboratively in defining the experience technology strategy and will ensure the delivery of innovative & user-centric solutions that significantly improve our product experiences.
In this role you will be accountable for planning, execution, and operational support of engineering teams responsible for enterprise‑critical customer experience technologies. In this role, you will lead and empower teams delivering core servicing platforms—including CXone, telephony and routing services, email servicing, digital messaging, and other omnichannel capabilities—that enable seamless, connected, and scalable customer and agent / employee experiences across the enterprise. Your team will support the Contact Centers of The Standard and other teams in customer-facing roles that use the Contact Center as a Service (CCaaS) platform, CXone. You will guide engineering staff within the Total Experience (TX) organization, fostering a culture of coaching, collaboration, and technical excellence. This role requires close partnership with IT, Experience, and Business stakeholders to align strategy, shape multi‑year product and platform roadmaps, and prioritize work that drives meaningful outcomes for our business and IT partners. You will also ensure engineering governance through adherence to security, financial, legal, and architectural standards.
Importantly, you will coordinate the activities of the team that you lead with the activities of a similar team in the USA so that each team complements and backs up the other team. International collaboration skills are highly important to this role to ensure that both teams can support each other and support the business users more effectively and efficiently, leading to a faster execution of the common roadmap. You will work with your peer leader in the USA to ensure that activities are coordinated between the two teams.
Key Responsibilities
- Lead engineering teams responsible for customer‑servicing platforms including CXone, telephony/ACD/IVR, API development (Java microservice), email servicing, chat/web messaging, and social channels.
- Oversee delivery and operational excellence for omnichannel servicing capabilities, ensuring reliability, scalability, and high‑quality customer and agent experiences.
- Translate customer and agent journey needs into technical solutions by partnering closely with IT, Experience, and Business stakeholders.
- Develop and maintain multi‑year roadmaps for contact center, email, and digital engagement platforms aligned with Total Experience strategy and enterprise priorities.
- Drive engineering best practices across design, development, routing logic, integrations, code quality, deployment, observability, and operational support.
- Promote platform resiliency and performance through proactive monitoring, capacity planning, incident management, and continuous improvement.
- Ensure governance and compliance across all platforms, including adherence to architectural, security, privacy, legal, and financial standards.
- Advance cloud‑native and automation capabilities to modernize servicing platforms and improve delivery speed and consistency.
- Foster a connected and empowered team culture focused on coaching, collaboration, innovation, and accountability.
- Ability to work on‑site in Bengaluru, India is required.
Mode of Working This role follows a hybrid work model with a primary base in Bengaluru. On‑site presence is essential for key engagements, with flexibility for remote work based on business needs and team alignment.
Skills And Background You’ll Need
Education: B.Tech / B.E. in Computer Science, IT, Software Engineering, or related discipline is required (MIS specialization preferred).
Experience: 8–10 years of IT experience, including 3+ years managing engineering teams.
- Demonstrated success leading high‑performing engineering teams delivering customer‑facing or enterprise experience platforms, ideally in contact center, email servicing, or digital engagement ecosystems.
- Hands‑on experience with CXone or other CCaaS, voice platforms (SIP/VoIP), IVR/IVA design, and routing logic; supporting scalable omnichannel servicing solutions across voice, chat, email, and messaging.
- Deep familiarity with authentication technologies (identity providers, SSO, OAuth, SAML) and platform‑level security best practices.
- Strong background delivering and supporting hybrid cloud/on‑prem solutions for operationally critical systems.
- Experience with cloud‑native development (Azure preferred), infrastructure as code, CI/CD pipelines, and automation.
- Background in infrastructure and operations leadership is a plus.
- Proven ability to collaborate across IT, Experience, and Business teams to drive aligned servicing outcomes.
Key Behaviors of a Successful Candidate
- Strong Customer Service mindset: The internal customers that your
- Engaging Hearts & Minds: Creates a team identity and builds momentum toward a shared purpose.
- Strategic Visioning: Considers different future scenarios, opportunities and risks to generate operational plans that align with the business unit/function’s strategic vision.
- Developing People: Delivers both individual and group feedback to support ongoing development and overall department performance.
Why Join Standard India?
We Have Built An Enduring Legacy Of Stability, Financial Strength And Exceptional Customer Service Through The Contributions Of The Service-oriented People Who Choose To Work At The Standard. To Ensure We Can Attract And Retain The Best Talent, When You Join StanCorp Global Servicesyou Can Expect
- A rich benefits package that supports your health, well-being, and financial goals
- An annual incentive bonus plan tied to both individual and organizational performance
- Paid time off including earned leave, sick/casual leave, and public holidays, in accordance with the company’s leave policy
- A supportive, responsive management approach that empowers you to grow
- Opportunities for career advancement through learning, coaching, and leadership enablement
- A culture where your voice matters—your ideas shape our future, and we win as one
- Purpose-driven work that makes a difference for our customers, communities, and each other
In addition to a competitive salary, our employee-focused benefits are designed to support work-life balance, personal growth, and long-term impact.
Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.
StanCorp Global Services India Private Limited is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, colour, sex, gender identity, sexual orientation, age, disability, caste, HIV status or any other characteristic protected by applicable laws of India.
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