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Engineering Manager – Contact Centre Platforms
Location
South Africa
Posted
72 days ago
Salary
0
Seniority
Senior
Job Description
Engineering Manager – Contact Centre Platforms
Mindera
• Establish **engineering discipline and delivery structure** in a team operating without a defined backlog or delivery rhythm. • Define and clarify **technical workstreams**, expectations, and priorities as the product backlog is shaped. • Lead and mentor engineers working across **agent experience, telephony/IVR, AI-driven automation, and backend integrations**. • Drive improvements across **contact centre platforms** including Zendesk, Twilio, Google CCAI, and Dialogflow CX. • Own integrations with **orders, payments, refunds, and fulfilment systems**, ensuring reliability and scalability. • Partner with product and business stakeholders to prepare and deliver against a **Product Backlog List (PBL)** once defined. • Ensure high standards of **engineering quality, observability, and operational excellence**. • Act as a bridge between technical teams and business stakeholders, translating complex problems into executable plans.
Job Requirements
- Proven experience as an **Engineering Manager** or **Technical Lead** in customer-facing or platform-heavy systems.
- Strong understanding of **contact centre technologies** (Zendesk, Twilio, IVR, telephony, CRM integrations).
- Experience working in **large operational environments** with high volumes of customer interactions.
- Ability to introduce **delivery cadence, backlog management, and engineering best practices** in ambiguous environments.
- Solid technical background with experience in **backend systems, APIs, and third-party integrations**.
- Exposure to **AI/automation platforms** such as Google CCAI or Dialogflow is highly desirable.
- Strong people leadership, stakeholder management, and communication skills.
Benefits
- Work with global teams and enterprise clients.
- Collaborative culture with room for growth.
- Opportunities to learn and work on modern supply chain technologies.
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