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Profile Summery

• Global Services Delivery team is seeking a Senior Software Development Manager to lead delivery for customer-driven enhancements to the Encompass software for telecom clients.

• While this role is a senior leadership position, it is expected to begin as an individual contributor (no direct reports) serving as a SAFe Release Train Engineer (RTE) on a customer delivery to gain hands-on experience with CSG delivery practices and to help mature program execution.

• Delivery is executed using CSGs SAFe-aligned operating model (e.g., Agile Release Trains (ARTs) and Program Increments (PIs)) and the Solution Delivery Playbook, which contains the Standards of Practice for software delivery (including ceremonies, required artifacts, quality gates, and role expectations).

• You will partner closely with customers, delivery directors, service delivery leaders, Scrum Masters, and architecture/engineering stakeholders to translate customer needs into high-quality, secure, and reliable software changes.

• A core expectation of this role is to aggressively leverage cutting-edge AI technologies (including GenAI) to drive measurable delivery and operational efficiencies, improving developer productivity, test automation, release quality, knowledge management, and support/triage workflows while ensuring security, privacy, and responsible AI governance.

• Over time, the role is expected to expand into formal people leadership responsibilities as the organization grows.

We are looking for a Senior Software Development Manager who will:

• Lead delivery for customer-driven enhancements to the Encompass software for telecom clients, beginning as an individual contributor (no direct reports) serving as a SAFe Release Train Engineer (RTE) on a customer delivery to gain hands-on experience with CSG delivery practices and to help mature program execution.

• Execute delivery using CSGs SAFe-aligned operating model (e.g., Agile Release Trains (ARTs) and Program Increments (PIs)) and the Solution Delivery Playbook, which contains the Standards of Practice for software delivery (including ceremonies, required artifacts, quality gates, and role expectations).

• Partner closely with customers, delivery directors, service delivery leaders, Scrum Masters, and architecture/engineering stakeholders to translate customer needs into high-quality, secure, and reliable software changes.

• Aggressively leverage cutting-edge AI technologies (including GenAI) to drive measurable delivery and operational efficiencies, improving developer productivity, test automation, release quality, knowledge management, and support/triage workflows while ensuring security, privacy, and responsible AI governance.

• Expand into formal people leadership responsibilities over time as the organization grows.

• Lead through influence in a matrixed, customer delivery environment (initially without direct reports), aligning delivery teams, Scrum Masters, and stakeholders on objectives, execution plans, and delivery standards.

• Own delivery outcomes for a portfolio of initiatives, including scope, schedule, quality, risk, and operational readiness; proactively surface tradeoffs and drive decisions.

• Partner with customer stakeholders, Services Delivery, and Architecture/engineering leaders to intake requirements, clarify scope, assess feasibility, and align delivery plans across customers, regions, and dependencies.

• Ensure delivery execution follows the Solution Delivery Playbook Standards of Practice, including required ceremonies, artifacts, dashboards, and quality gates to achieve predictable outcomes across global teams.

• Coach and mentor Scrum Masters and other RTEs on practical SAFe/Agile execution for service delivery; reinforce consistent use of the Solution Delivery Playbook and help teams adopt improvements that increase predictability and transparency.

• Serve as the SAFe Release Train Engineer (RTE) for a customer delivery/program, facilitating ART-level execution and alignment (PI Planning, ART Sync, System Demo, Inspect & Adapt) and driving cross-team dependency management and systemic impediment removal.

• Work with leadership and delivery teams to execute engineering excellence practices such as CI/CD pipelines, automated testing, secure SDLC, release management, and developer productivity, leveraging Azure DevOps for work management and software deployments.

• Build an inclusive, accountability-driven team culture that values engineering rigor, continuous improvement, and sustainable pace, model strong communication and collaboration.

• Contribute to building the organization over time through interviewing, mentoring, and developing talent; as the role evolves, assume formal people leadership responsibilities (hiring, performance management, and career development) for a growing team.

• Support effective delivery execution (often iterative) by ensuring the team has clear commitments, well-defined requirements, and disciplined planning/track-and-report practices; focus on removing systemic impediments rather than acting as day-to-day facilitator.

Is this opportunity right for you? We are looking for candidates who:

• Bachelor's degree in Computer Science, related field, or equivalent experience

• 15+ year overall experience in the Telcom or related industry

• 8+ years of software engineering experience, including significant experience leading delivery at scale (e.g., as a senior technical lead, Scrum Master, RTE, or engineering manager) with accountability for outcomes; this role may start without direct reports.

• Experience in Telecom BSS domain (preferred/strongly desired based on product area).

• Experience guiding architecture for large-scale, distributed systems, including cloud-native patterns, security, and reliability concerns.

• Proven experience in a customer-facing software services delivery environment (e.g., professional services, managed services, or enterprise implementations), translating customer requirements into delivered enhancements.

• Strong customer communication and stakeholder management skills, including handling escalations, negotiating scope/priority changes, and setting realistic expectations.

• Familiarity with operational/service management practices (incident, problem, and change management) and delivering into production environments with service level commitments.

• Experience delivering in a SAFe-aligned environment (ART/PI cadence), including collaborating with RTEs and Scrum Masters and participating in PI Planning, ART Sync, demos, and Inspect & Adapt.

• Demonstrated experience performing RTE responsibilities and coaching teams in practical SAFe/Agile execution; able to mentor other RTEs and Scrum Masters and drive standards adoption without relying on formal authority.

• Working knowledge of SAFe/Agile delivery practices and experience operating in an ART/PI cadence within iterative delivery environments.

• Hands-on experience with Azure DevOps (Boards/Repos/Pipelines) or similar platforms for backlog/work management, source control, CI/CD automation, and release/deployment orchestration.

Technical Expertise required

• Hands-on experience with modern software engineering (e.g., .NET, Java, and/or Python) and the ability to effectively review code and guide technical decisions.

• Experience with relational data stores (e.g., Oracle, SQL Server, Postgres, MongoDB) and performance tuning concepts.

• Experience building quality into the SDLC through automated testing, code scanning, observability, and performance engineering.

• Demonstrated senior leadership: influences across teams, navigates ambiguity, and drives alignment with technical and non-technical stakeholders.

• Experience with CI/CD tooling and practices (e.g., Git-based workflows, build pipelines, artifact management, automated deployments) and improving developer experience.

• Strong experience and passion for cutting-edge AI technologies (especially GenAI) applied to software delivery and operations (e.g., coding assistants such as Cursor, intelligent automation, AIOps). Demonstrated ability to implement responsibly with security/privacy controls and to quantify efficiency gains.

Location(s):

Accommodation:

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CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.