Mindera

Engineering Manager – Contact Centre Platforms

Mindera

full-time

Posted on:

Location Type: Remote

Location: India

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About the role

  • 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.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
engineering disciplinedelivery structuretechnical workstreamsbackend systemsAPIsthird-party integrationsAI-driven automationdelivery cadencebacklog managementengineering best practices
Soft skills
people leadershipstakeholder managementcommunication skillsmentoringtranslating complex problems