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HumanIT Digital Consulting logo
HumanIT Digital Consulting

We are all Humans!

Engineering Manager – Contact Centre Platforms

Engineering ManagerEngineering ManagerFull TimeRemoteSeniorTeam 51-200Since 2020H1B No SponsorCompany SiteLinkedIn

Location

Portugal

Posted

94 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Engineering Manager – Contact Centre Platforms

HumanIT Digital Consulting

• Lead engineering efforts across a complex contact centre platform ecosystem including Zendesk, Twilio, Google CCAI, and Dialogflow CX • Establish engineering discipline and delivery structure in a team currently operating without a defined backlog or delivery rhythm • Define technical workstreams, clarify expectations, and set priorities as the product backlog takes shape • Drive platform improvements and own critical integrations with orders, payments, refunds, and fulfillment systems • Act as a bridge between technical teams and business stakeholders, translating complex problems into executable plans

Job Requirements

  • Engineering leadership experience: Proven track record as Engineering Manager or Technical Lead in customer-facing or platform-heavy systems
  • Contact centre technology expertise: Strong understanding of contact centre platforms including Zendesk, Twilio, IVR systems, telephony, and CRM integrations
  • Large-scale operations: Experience working in large operational environments handling high volumes of customer interactions (500+ agents scale)
  • Delivery structure establishment: Ability to introduce delivery cadence, backlog management, and engineering best practices in ambiguous environments
  • Technical background: Solid experience with backend systems, APIs, and third-party integrations
  • AI/automation platforms: Exposure to AI platforms such as Google CCAI or Dialogflow CX (highly desirable)
  • People leadership: Strong skills in mentoring engineers, stakeholder management, and cross-functional communication
  • Systems integration: Experience with orders, payments, refunds, and fulfillment system integrations
  • Language requirement: Fluent English (mandatory for stakeholder collaboration and team leadership)

Benefits

  • Health insurance
  • Professional development opportunities

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