Engineering Manager - Contact Centre Platforms - Remote Portugal or South Africa

Job Description

ABOUT THE OPPORTUNITY

Join a leading technology consultancy as an Engineering Manager to lead and scale engineering capabilities within a large-scale contact centre ecosystem. This role sits at the heart of customer experience, directly influencing how millions of customer interactions are handled efficiently and reliably. You'll establish structure, clarity, and delivery discipline in a high-impact environment with 500+ agents, complex integrations, and significant operational footprint. This is a hands-on leadership role combining strong technical understanding, delivery ownership, and people leadership.

PROJECT & CONTEXT

You'll lead engineering efforts across a complex contact centre platform ecosystem including Zendesk, Twilio, Google CCAI, and Dialogflow CX. The role involves establishing engineering discipline and delivery structure in a team currently operating without a defined backlog or delivery rhythm. You'll define technical workstreams, clarify expectations, and set priorities as the product backlog takes shape. Leading engineers working on agent experience, telephony/IVR systems, AI-driven automation, and backend integrations, you'll drive platform improvements and own critical integrations with orders, payments, refunds, and fulfillment systems. Partnering with product and business stakeholders, you'll prepare and deliver against a Product Backlog List while ensuring high standards of engineering quality, observability, and operational excellence. You'll act as a bridge between technical teams and business stakeholders, translating complex problems into executable plans.

WHAT WE'RE LOOKING FOR (Required)

• Engineering leadership experience: Proven track record as Engineering Manager or Technical Lead in customer-facing or platform-heavy systems
• Contact centre technology expertise: Strong understanding of contact centre platforms including Zendesk, Twilio, IVR systems, telephony, and CRM integrations
• Large-scale operations: Experience working in large operational environments handling high volumes of customer interactions (500+ agents scale)
• Delivery structure establishment: Ability to introduce delivery cadence, backlog management, and engineering best practices in ambiguous environments
• Technical background: Solid experience with backend systems, APIs, and third-party integrations
• AI/automation platforms: Exposure to AI platforms such as Google CCAI or Dialogflow CX (highly desirable)
• People leadership: Strong skills in mentoring engineers, stakeholder management, and cross-functional communication
• Systems integration: Experience with orders, payments, refunds, and fulfillment system integrations
• Language requirement: Fluent English (mandatory for stakeholder collaboration and team leadership)

NICE TO HAVE (Preferred)

• Experience scaling engineering teams in lean or high-pressure environments
• Background in customer support, retail, or enterprise platform ecosystems
• Familiarity with Agile, Lean, or hybrid delivery methodologies
• Experience with observability and monitoring tools for operational excellence
• Knowledge of contact centre performance metrics and optimization strategies