Title and Summary

Director, Software Engineering

In this role, you will be a strategic leader responsible for driving the delivery of complex contact center focused software solutions to support our GCC organization worldwide. You will lead and collaborate with cross-functional teams, including architects, developers, quality engineers and product managers to design and deliver high-quality software products. Your expertise and experience in these technologies will be instrumental in guiding technical decisions, ensuring scalability and performance and mentoring the delivery team.

Overview

Mastercard Global Customer Care (GCC) is the B2B and B2C customer support apparatus. We are an innovative and ambitious solutions team focusing on delivering memorable customer experiences through self-service & automated solutions across multiple channels. We follow the best software development and Agile practices to deliver successfully, again and again, for our internal and external customers. Together, you and your partners in Global Customer Care serve as the customer lifeline to the Mastercard organization.

In this role, you will be a strategic leader responsible for driving the delivery of complex contact center focused software solutions to support our GCC organization worldwide. You will lead and collaborate with cross-functional teams, including architects, developers, quality engineers and product managers to design and deliver high-quality software products. Your expertise and experience in these technologies will be instrumental in guiding technical decisions, ensuring scalability and performance and mentoring the delivery team.

Role:

All staff at Mastercard are expected to demonstrate 'Mastercard Way' cultural values every day - own it,
simplify it, sense of urgency, thoughtful risk-taking, unlock potential, and be inclusive - with a relentless
focus on our customers. As a Delivery Director within the GCC CX Technology program at Mastercard, you will be responsible for:

Providing strategic leadership and vision to the software engineering & delivery teams, fostering a culture of innovation, collaboration and excellence
Driving a customer-focused mindset, ensuring that software products & solutions meet and exceed customer expectations
Fostering a culture of continuous learning and knowledge sharing, staying up-to-date with industry trends and encouraging the same within the team
Establishing and maintaining strong relationships within the GCC organization and across other departments within Mastercard Technology
Championing best practices in software development, bringing a product mindset to the engineering organization
Consulting across teams and across program lines to identify synergies and reuse opportunities
Simplifying existing GCC CX Tech processes and technologies

About You:

Qualifications:

- 12+ years of proven experience in software engineering delivery leadership at enterprise scale
- Demonstrated success in leading and managing software delivery teams, including remote and globally distributed teams
- Has skills to drive trade-off discussions to set the right development capacity based on value drivers (e.g., regulatory, security, new business, market parity, technical debt)
- Demonstrated experience building organizational relationships, partnering, and influencing teams within large, matrixed organizations

Requirements:

Deep expertise in Contact Center Technologies (Telecom, Voice Self Service (IVR + Conversational AI), Case Management, Workforce Management, RPA) or web-based portals is required
10+ years of demonstrated experience in leading and/or coaching teams to deliver large scale, complex software solutions using the SAFe Large Solution framework

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.