Mindera

Engineering Manager – Contact Centre Platforms

Mindera

full-time

Posted on:

Location Type: Remote

Location: South Africa

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About the role

  • Mindera is looking for an experienced **Engineering Manager** to lead and scale engineering capabilities within a **large-scale contact centre ecosystem**.
  • You will work in an environment with a **high operational footprint** (500+ agents), complex integrations, and a **lean engineering team**, where structure, clarity, and delivery discipline need to be established quickly.
  • This is a hands-on leadership role requiring strong technical understanding, delivery ownership, and people leadership.

Requirements

  • **Key Responsibilities**
  • - 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.
  • **Required Skills & Experience**
  • - 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.
  • **Nice to Have**
  • - Experience scaling engineering teams in **lean or high-pressure environments**.
  • - Background in **customer support, retail, or enterprise platforms**.
  • - Familiarity with Agile, Lean, or hybrid delivery models.
Benefits
  • **Why Join Mindera?**
  • - 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 managementtechnical leadershipbackend systemsAPIsthird-party integrationsdelivery cadencebacklog managementengineering best practicesAI-driven automationcontact centre technologies
Soft skills
people leadershipstakeholder managementcommunication skillsmentoringproblem-solvingclaritydelivery disciplineorganizational skillstranslating complex problemsteam collaboration