• Lead the Core Platform and Tooling team, with the expectation of growing the existing team to 12+ Senior and Staff-level ICs across infrastructure and internal tooling. • Define and drive the core platform vision, architecture, and roadmap, ensuring it meets evolving scale, performance, and security needs. • Own and evolve our Kubernetes platform (EKS) to support highly available and efficient service deployment. • Manage messaging infrastructure (including AWS Managed Kafka) to support real-time, event-driven workflows. • Improve CI/CD pipelines, observability, and internal tooling to accelerate engineering productivity. • Ensure our infrastructure complies with SOC 2 Type II, HIPAA, and other regulatory standards. • Collaborate cross-functionally with Product, Engineering, and Security leadership to align infrastructure capabilities with business needs. • Build and operationalize clear metrics, SLOs, and reliability practices across core platform systems.

• Establish and continuously improve engineering best practices appropriate for our stage of company • Set clear standards around code quality, reliability, security, documentation, and delivery • Build lightweight but effective processes that enable speed without sacrificing quality • Lead and grow a lean engineering organization • Scale the team thoughtfully in line with company growth goals • Hire, mentor, and retain high-performing engineers • Balance internal hires and contractors to maximize efficiency and flexibility • Create a strong engineering culture focused on ownership, collaboration, and execution • Own the company’s technical strategy and long-term architecture • Make key decisions on tech stack, infrastructure, and tooling • Architect scalable, reliable systems that can grow with the business • Lead execution on complex technical projects and unblock high-risk initiatives • Ensure engineering decisions align with business priorities and product roadmap • Be accountable for delivering high-quality technology that supports product and platform goals • Track engineering output and progress across teams, ensuring work is visible and measurable • Align closely with Product, Design, and other stakeholders to set clear expectations and timelines • Ensure projects ship on time, with the right level of quality, scope, and predictability • Proactively identify risks, unblock teams, and course-correct when needed

• 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

• Lead and mentor engineering teams, fostering a culture of innovation and continuous learning. • Drive technical design decisions and contribute to code reviews, ensuring adherence to engineering best practices. • Oversee project delivery timelines, coordinating sprint planning and maintaining high-quality standards. • Facilitate cross-team collaboration to enhance knowledge sharing and alignment with broader company goals. • Empower team growth through regular feedback, career development planning, and performance coaching. • Communicate progress, challenges, and resource needs effectively to stakeholders and Directors of Engineering.