Senior Manager - CRM & Contact Center Engineering

Job Description

Job Description

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

 

Position Summary

The Senior Manager, CRM & Contact Center Engineering leads the engineering organization responsible for our customer-facing CRM, contact center and customer experience platforms. This includes the Salesforce ecosystem (Sales Cloud, Service Cloud, Agentforce, Einstein, Experience Cloud), the Amazon Connect contact center platform, and the custom-built .NET applications that integrate with and extend these capabilities for end customers.

The role provides end-to-end engineering leadership across delivery, integration, AI enablement, and platform health. The leader works closely with Sales, Service, Product, Data, Security, Finance, Legal, Human Resources, and external partners to ensure these platforms are reliable, scalable, secure, and tightly aligned with business priorities.

Located at our office in Naperville, IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:

Lead CRM & Platform Engineering

• Lead engineering and delivery for Salesforce Sales Cloud and Service Cloud

• Drive release management, platform configuration, custom development, and production stability

• Establish scalable patterns across Apex, LWC, flows, packaging, and environments

• Partner with business to translate needs into solutions

Drive AI-Powered Customer Engagement

• Deliver AI capabilities using Agentforce and Einstein (agent assist, automation, predictions, self-service)

• Define governance, guardrails, and responsible AI practices

• Measure adoption and business impact (e.g., CSAT, AHT, deflection, productivity)

Build Best-in-Class Self-Service Experiences

• Lead Experience Cloud portals and digital journeys

• Drive identity, SSO, and secure access across customer and partner experiences

• Partner with UX/Product to improve conversion, performance, and accessibility

Drive Contact Center Technology

• Lead Amazon Connect and Salesforce CTI integrations for a unified agent experience

• Ensure reliable routing, IVR, telephony, and case workflows

• Enable seamless data flow across Salesforce and custom applications

Lead .NET Application Engineering

• Oversee engineering, modernization, and operations of custom .NET applications

• Drive CI/CD, performance, and tight integration with CRM and contact center platforms

• Partner with Product to evolve capabilities aligned to business goals

Deliver Integration & Customer 360

• Lead integration architecture across Salesforce, Amazon Connect, and .NET systems

• Establish API-first and event-driven patterns

• Enable a unified customer data model and Customer 360 view

We're Excited if this is You!

Experience and Qualifications of the Role:

• 7+ years of engineering experience and 4+ years leading engineering managers, tech leads, or senior technical specialists.  

• Deep, hands-on leadership experience across the Salesforce ecosystem, including Sales Cloud and Service Cloud at scale (Salesforce certifications strongly preferred).  

• Demonstrated experience delivering Experience Cloud capabilities in a regulated, customer-facing environment.  

• Experience leading a contact center platform in production (Amazon Connect strongly preferred; equivalent CCaaS experience considered) including IVR, routing, telephony, recording, and CTI integration with Salesforce.  

• Hands-on experience leading custom-built .NET application engineering including architecture, performance, modernization, CI/CD, and production operations in a contact center or CRM-adjacent context.  

• Strong understanding of CRM data model, integration patterns, APIs, eventing, identity, and customer 360 across heterogeneous platforms including .NET applications.  

• Working knowledge of data privacy and regulatory requirements (GDPR, CCPA, PCI, HIPAA where applicable) and partnership with Security and Legal teams.  

• Track record of running engineering operating cadences, vendor management, and budget discipline.  

Preferred  

• Hands-on experience with Agentforce and Einstein, including responsible AI guardrails and adoption measurement.  

• Experience with AWS services adjacent to Amazon Connect (Lex, Lambda, Kinesis, Contact Lens, Connect Cases).  

• Experience integrating CRM and .NET applications with ERP and data platforms.  

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field; advanced degree a plus.  

Education:

• Bachelor's degree in Information Technology, Computer Science, or related field — or equivalent professional experience.

 

Certificates, Licenses, Registrations:

N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $145,920 - $218,880 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Drives Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

Developing Direct Reports & Others - Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each direct report's career goals; constructs compelling development plans and executes them; pushes direct reports to accept developmental moves; is a people builder.

Managing and Measuring Work - Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.