At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The ATSV Manager plans, directs, designs, and executes IT-related activities and programs that are of a complex and critical nature. The Band E Manager selects, leads, counsels, motivates, sets expectations, and evaluates medium to large teams. Additionally, they confer with and advise direct reports on administrative policies and procedures, risks, issues, problem resolution, sourcing decisions, budget, and priorities. This person also assists in defining, implementing, and prioritizing IT policies, procedures, and best practices. The ATSV Manager impacts team and business results.

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job title: Managing Engineer Unified Communications

Roles & Responsibilities

General Management & Decision Making:

• Overall experience of 15 to 18+ years of Software Product/Project Development experience preferably in Insurance or Finance domain
• Player/coach focused on a singular digital product and codes hands-on at least 50% and coaches up to 50% of time (through pairing where applicable)
• Expert in multiple programming languages with depth of knowledge within specific tech stacks (application languages, algorithms, database normalization, data structures, common tools)
• Coaches and influences engineering peers by pairing as needed to augment engineering proficiency and quality
• Relentlessly pursues upgrading skills and proficiency of team members
• Evaluates competencies, skills, and impact of product team engineers
• Coaches for design and simplification along with reuse of enterprise tools
• Co-owns and leads all incident responses and root cause management in partnership with Digital Product Manager
• Partner with the Product Owner on requirements and brainstorm implementation options
• Learn the business domain and produce holistic solutions to business problems
• Ability to break down business problems into solvable components to recommend solutions
• Setting up and leading development team
• Communicates effectively to ensure high quality and timely completion of projects
• Good interpersonal, verbal, listening and written communication skills
• Data-driven decision maker who blends sound business judgment with strong analytical thinking
• Extensive experience working with US based onsite and offshore teams
• Experience working in a highly matrixed organization
• The individual should have engineering background and played role of technical lead or architect & moved up in the career path
• Independent thinker with an entrepreneurial spirit
• Work in a self-directed and self-managed manner

Key Responsibilities:

• Design and Deploy: Lead the hands-on design and deployment of Genesys contact center solutions, ensuring they meet business requirements and performance standards.
• System Configuration: Actively configure and optimize Genesys systems, including Genesys Cloud, PureEngage, and PureConnect.
• Team Leadership: Manage and mentor a team of engineers, providing technical guidance and conducting performance evaluations.
• Integration: Work closely with cross-functional teams to integrate Genesys solutions with other enterprise systems.
• Troubleshooting: Take a proactive role in troubleshooting and resolving complex technical issues related to Genesys platforms.
• Documentation: Develop and maintain detailed documentation for system configurations, processes, and procedures.
• Continuous Learning: Stay current with the latest Genesys technologies and industry trends to ensure best practices.
• Security Compliance: Ensure all systems comply with security policies and best practices.

Techstack: 50% Hands-on

Must Have:

• Genesys Platforms: Extensive hands-on experience with Genesys Cloud, PureEngage, and PureConnect.
• Telephony Systems: Strong knowledge of VoIP, SIP, and telephony systems.
• Networking: Understanding of network protocols, firewalls, and security practices.
• Scripting and Automation: Proficiency in scripting languages (e.g., Python, JavaScript) and automation tools.
• Database Management: Experience with SQL and NoSQL databases.
• Operating Systems: Proficiency in Windows and Linux operating systems.
• Integration Tools: Familiarity with APIs, web services, and integration tools (e.g., REST, SOAP).
• Monitoring and Analytics: Knowledge of monitoring tools (e.g., Splunk, Nagios) and analytics platforms.
• Security: Understanding of security best practices and compliance standards (e.g., PCI-DSS, GDPR).

Good to Have:

• Cloud Technologies: Experience with cloud platforms (e.g., AWS, Azure) and cloud-based contact center solutions such as Amazon Connect
• Genesys Certification: Genesys Certified Professional (GCP) or Genesys Certified Developer (GCD) certification.
• Additional Skills: Familiarity with additional scripting languages and automation tools.

People Management: 50%

• High-energy, expert communicator to both technical and non-technical team members, brimming with positive, proactive energy
• Experience working with vendors, ramping down contract workers and replacing them with FTEs.
• Builds long-term relationships within team and amongst peers by creating an environment of safety and innovation
• Champions open and honest communication
• Respects confidentiality
• Leads by example with integrity
• Welcomes new ideas, learns from successes and failures
• Models and creates an environment of accountability for direct reports and peers
• Establishes vision, direction, and specific objectives for team efforts; allows freedom to accomplish objectives
• Collects staff performance data against desired outcomes and service level agreements
• Executes HR-related processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedback.
• Leads employees and influences peers through change by using oneself as an example.
• Manages day to day work of employees by monitoring budgets, expenses and scope and facilitating project delivery and support for complex projects of critical importance.
• Works closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. Makes decisions that have an impact on quality or effectiveness of business activities beyond their immediate team.

Primary Skills

Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented

Shift Time

Shift A (India)

Recruiter Info

Annapurna Jhaajhat@allstate.com

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live. 

Good Hands. Greater Together.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.