Senior Software Development Manager, AI Customer Support Integrations

Minimum Qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience with software development in one or more programming languages (e.g., Python, C, C++, Java, JavaScript).
• 7 years of experience leading technical project strategy, ML design, and optimizing industry-scale ML infrastructure (e.g., model deployment, model evaluation, data processing, debugging, fine tuning).
• 5 years of experience in a technical leadership role; overseeing projects.
• 5 years of experience in a people management, supervision/team leadership role.
• 2 years of experience with state of the art GenAI techniques (e.g., LLMs, Multi-Modal, Large Vision Models) or with GenAI-related concepts (language modeling, computer vision).

Preferred Qualifications:

• Master’s degree or PhD in Computer Science, or a related technical field.
• 5 years of experience working in a complex, matrixed organization.
• Experience in developing highly available, low-latency, and scalable distributed systems for real-time communication.
• Experience building or integrating with cloud-based contact center technologies (e.g., CCaaS platforms, telephony, WebRTC) and knowledge of customer support operations.
• Experience with building and deploying generative AI agents.

About The Job

Like Google's own ambitions, the work of a Software Developer goes way beyond just Search. Software Development Managers have not only the technical expertise to take on and provide technical leadership to major projects, but also manage a team of software developers. You not only optimize your own code but make sure software developers are able to optimize theirs. As a Software Development Manager you manage your project goals, contribute to product strategy and help develop your team. Software Development teams work all across the company, in areas such as information retrieval, artificial intelligence, natural language processing, distributed computing, large-scale system design, networking, security, data compression, user interface design; the list goes on and is growing every day. Operating with scale and speed, our exceptional software developers are just getting started -- and as a manager, you guide the way.

In this role, you will be responsible for the cloud-based contact center software and last-mile integrations that power seamless, intelligent conversations across all chat and voice surfaces. This is where the power of Generative AI directly meets the customer, and you will be responsible for making that experience reliable, scalable, and intelligent.

You will lead both the first-party development of the core integrations and foster deep, strategic collaborations with external partners. You will define the future of customer interaction, leading a team at the forefront of applied AI in a fluid, innovative environment.

Applied AI builds conversational agents deployed at a large scale that achieve very meaningful results in the real world. Some examples include the customer agent built for large call center environments, to fast food ordering handled by our Food AI agent. The team is transforming how enterprises connect with customers through the power of AI. We also offer unique experiences for team members where you get to work directly with the model builders (Google DeepMind / Vertex), learn and work with brilliant AI leaders, and have access to Global 1000 customers via our existing Google Cloud relationships. The opportunity in this space is tremendous.

Responsibilities

• Lead, mentor, and grow a high-performing team of developers, foster a culture of high velocity, innovation, and technical excellence.
• Drive the continued end-to-end development of the cloud-based contact center software, from architectural design to deployment and operations.
• Serve as the team's key technical leader, with the ability to dig deep into complex system design, performance, and reliability issues to guide the team to robust solutions.
• Define the technical roadmap for integrating the AI agents into a various ecosystem of first-party and third-party chat and voice surfaces.
• Collaborate with Product Management, UX, and AI research teams to define requirements and deliver an exceptional, AI-powered customer support experience. Apply your domain expertise in contact centers, customer support workflows, or Generative AI to guide product direction and navigate complex technical trade-offs.