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Engineering Manager - Contact Centre Platforms

2 weeks, 6 days ago
South Africa
Full-time
Lead
Engineering Manager
Software Development
Agile Twilio
Apply Now
Mindera

Mindera

Mindera is a global software engineering company that delivers high-performance web and mobile applications, empowering businesses with custom software solutions through Agile methodology and value-driven products.

Internet Software & Services
1K-5K
Founded 2014
$2M raised
View All Jobs 28

Description

  • Establish engineering discipline and a clear delivery structure in a team without an existing backlog or delivery rhythm.
  • Define and clarify technical workstreams, priorities, and expectations 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 the Product Backlog List 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.

Requirements

  • Proven experience as an Engineering Manager or Technical Lead in customer-facing or platform-heavy systems.
  • Strong understanding of contact centre technologies, including Zendesk, Twilio, IVR, telephony, and 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 and automation platforms such as Google CCAI or Dialogflow is highly desirable.
  • Strong people leadership, stakeholder management, and communication skills.
  • Experience scaling engineering teams in lean or high-pressure environments is preferred.
  • Background in customer support, retail, or enterprise platforms is preferred.
  • Familiarity with Agile, Lean, or hybrid delivery models is preferred.

Benefits

  • Work with global teams and enterprise clients.
  • Collaborative culture with room for growth.
  • Opportunities to learn and work on modern supply chain technologies.
  • Work in a lean, self-organising, and collaborative environment.
  • Opportunity to take risks, make decisions, and contribute ideas across the team.
  • Be part of a team that owns the project together.
  • Locations across Europe, the UK, the USA, Morocco, and India.

Interested in this position?

Apply directly on the company website

Apply Now

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