Engineering Manager - Contact Centre Platforms

About the position

Engineering Manager - Contact Centre Platforms
Lead the transformation of high-volume contact centre ecosystems at scale
Remote role with global impact across customer experience platforms

About Our Client
Our client a global technology company delivering high-performance software solutions. Focused on engineering excellence and collaboration, they partner with clients to solve complex challenges across large-scale platforms. With a strong emphasis on lean teams, impactful leadership, and cutting-edge technologies, they offer an opportunity to shape how millions of customer interactions are handled daily.
The Role: Engineering Manager - Contact Centre Platforms
This role is designed for a hands-on Engineering Manager to bring structure, clarity, and delivery discipline to a complex, high-volume contact centre environment. With over 500 agents and multiple integrations, you'll lead the technical strategy, mentor engineers, and drive improvements across platforms including Zendesk, Twilio, and Google CCAI. Your leadership will directly influence operational efficiency, customer experience, and platform scalability.

Key Responsibilities

• Minimum 5 years experience as an Engineering Manager or Technical Lead in customer-facing or platform-heavy environments
• Establish engineering discipline and delivery structure in an ambiguous environment
• Define and prioritise technical workstreams and product backlog with stakeholders
• Lead engineering across telephony, IVR, AI automation, agent experience, and backend systems
• Drive platform improvements across Zendesk, Twilio, Google CCAI, and Dialogflow CX
• Manage integrations with order, payment, refund, and fulfilment systems
• Ensure engineering quality, observability, and operational excellence
• Act as liaison between technical teams and business stakeholders, turning complex needs into actionable delivery plans

About You

• Proven experience leading engineering teams in high-volume operational settings
• Deep knowledge of contact centre technologies (Zendesk, Twilio, IVR, CRM integrations)
• Strong backend systems knowledge and experience with APIs and third-party integrations
• Track record of introducing engineering best practices and delivery cadence in undefined environments
• Experience with AI/automation platforms such as Google CCAI or Dialogflow (desirable)
• Strong people leadership, stakeholder engagement, and communication skills
• Experience in customer support, retail, or enterprise platforms is a plus
• Comfortable working in lean or high-pressure environments, scaling teams and systems effectively

Desired Skills:

• Team Lead
• Zendesk
• Twilio
• IVR
• CRM
• Backend
• System Knowledge
• APIs
• Best Practices
• Google CCAI
• Dialogflow
• Leadership
• Management

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Diploma