Engineering Manager - Contact Centre Platforms

Mindera is looking for an experienced Engineering Manager to lead and scale engineering capabilities within a large-scale contact centre ecosystem. This role sits at the heart of the customer experience, directly influencing how millions of customer interactions are handled efficiently and reliably.

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.

About Mindera

At Mindera we use technology to build products we are proud of, with people we love.

Software Engineering Applications, including Web and Mobile, are at the core of what we do at Mindera.

We partner with our clients, to understand their product and deliver high performance, resilient and scalable software systems that create an impact in their users and businesses across the world.

You get to work with a bunch of great people, where the whole team owns the project together.

Our culture reflects our lean and self-organisation attitude. We encourage our colleagues to take risks, make decisions, work in a collaborative way and talk to everyone to enhance communication.

We are proud of our work and we love to learn all and everything while navigating through an Agile, Lean and collaborative environment.

Check ot our Blog: http://mindera.com/ and our Handbook: http://bit.ly/MinderaHandbook

Our branches are located: Porto, Portugal | Aveiro, Portugal | Coimbra, Portugal | Leicester, UK | Casablanca, Morocco | San Diego, USA | San Francisco, USA | Chennai, India | Bengaluru, India | Cluj-Napoca, Romania