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We are all Humans!
Engineering Manager – Contact Centre Platforms
Location
Portugal
Posted
94 days ago
Salary
0
Seniority
Senior
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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