Best Buy™ India
Website:
bestbuy.com
Company:
https://www.linkedin.com/company/best-buy-india
Seniority: Mid-Senior level
Industries: Retail
Job details:
Best Buy™ is seeking a Senior Software Engineering Manager to play a key role in shaping Best Buy’s Care 2.0 – Contact Center (CC AI) team. You will work with Product Managers, User Experience Designers, Architects, and other team members to modernize and build products that align to the product team’s vision and strategy. The engineering of these products will leverage multi-cloud platforms, human centered design, Agile and DevOps principles to deliver industry leading solutions at high velocity with unrivaled quality. You will build and maintain a team of talented software engineering professionals, mentoring and fostering their professional growth. All of this will be done by embracing inclusive leadership behaviors, working through ambiguity, demonstrating a strong attention to detail, and thriving in a fast-paced environment.
Team Overview:
The Care 2.0 – Contact Center AI engineering team consists of highly skilled engineers building the next generation of Customer care systems leveraging Generative AI. The team collaborates with Product managers, Experience Design, Operations and stakeholder groups to develop innovative solutions that support the delivery of excellent customer service at scale. The team develops custom experiences leveraging AI to provide customers with best-in-class chat and voice experiences as well as care agents with best-in-class resources to support customers. The team values experimentation and is constantly looking for innovative ways to leverage technology to solve human problems. The team works to build a cooperative, high trust and flexible work environment that values individual autonomy and a wide variety of opinions.
Key Responsibilities:
- Ensure the quality and integrity of the Software Development Life Cycle (SDLC) for their team and identify opportunities for improvement in how the team works, through usage of recommended tools and practices.
- Solve highly complex issues by applying sound technical approaches
- Set the team’s objectives and key results in collaboration with Product and Experience Design (XD) partners
- Communicate context to the team, and set clear expectations
- Promote a culture of inclusion and diversity, encouraging and advancing Best Buy’s values
- Understand and evaluate the consequences and risks of changes
- Design and build solutions with impacts across multiple teams
- Participate in code and architecture reviews of the team’s product
- Discuss trade-offs when making decisions on solutions
- Keep your team focused on quality and regular releases
- Collaborate with other teams to find creative solutions to customer issues
- Participate in production support along with their team.
- Apply in-depth understanding of your domain, and be knowledgeable about related domains
- Show a commitment to delivery deadlines, in particular seasonal and vendor partner deadlines that are critical to Best Buy’s continued success
- Provide technical guidance on issues that span multiple projects
- Evaluate and recommend libraries and frameworks that help with development
- Contribute bug fixes and features, but may not be on critical path for feature delivery
- Research new technologies to stay current with industry trends and standards
- Manage individual performance through regular 1:1s, coaching, mentoring, and encouragement of development plans
- Set tactical team goals in service of larger organizational strategic goals
- Maintain and influence relationships with stakeholders
- Evaluate talent gaps within the team, and help with interviewing and hiring
Requirements:
- 10+ years of relevant professional experience with a bachelor’s degree OR equivalent relevant professional experience. Including:
- 2+ years of experience managing and leading high-performing platform or engineering teams with a platform-as-a-product mindset.
- 4+ years of Python experience, including asynchronous patterns (asyncio, Fast API, Pydantic)
- 2+ years architecting high-performance, containerized microservices on cloud platforms (preferably GCP)
- Familiarity with GitHub Actions, Jira, Splunk, Kibana, and Open Telemetry tracing of complex reasoning chains
- Experience designing automated Generative AI evaluation and conversational scenario-based validation runners
- Experience establishing monorepo architectures, semantic versioning workflows, and automated package distribution
Preferred:
- Hands-on experience with Agent-to-User Interface (A2UI) and streaming chat frameworks like AGUI
- Experience driving adoption of internal developer platforms, SDKs, or APIs across multiple product teams
- Experience integrating real-time, bidirectional streaming architectures (SSE, WebSocket’s)
- Experience implementing real-time policy engines to enforce safety boundaries on agentic tool execution
- Experience working in an omni-channel retail environment
About Best Buy:
Best Buy™ India is a vibrant hub of tech talent, where we're driving innovation and accelerated business outcomes for Best Buy, our customers, employees and partners every day. Our inclusive culture empowers you to learn, grow, collaborate, and make a real impact.
Best Buy is North America's No. 1 tech specialty retailer, with approximately $42 billion in annual revenue and 85,000 employees worldwide. Our purpose is to enrich lives through technology, and we do that by helping personalize and humanize technology for millions of customers in our stores, online and in their homes. We're solving real human needs and helping serve our customers, employees, and partners in new ways every day.
- This position is based in Bengaluru.
- Best Buy™ India operates under a hybrid work model (in office / remote) with an expectation for employees to be in the office three days a week – Generally, Tuesday, Wednesday, and Thursday.
- As a global organization, maintaining collaboration across the globe is a key proposition. Within the framework of established guidelines, employees may be required to engage in extended hours during critical periods.
All employees at Best Buy™ India work for BBY Services India LLP, which is owned by subsidiaries of Best Buy Co. Inc.
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