Engineering Manager - Contact Centre Platforms

Mindera is a global software engineering company that builds high-performance, resilient, and scalable digital products for enterprise clients. This Engineering Manager role focuses on leading and scaling engineering capabilities within a large-scale contact centre ecosystem, overseeing integrations, telephony platforms, and AI-driven automation to improve customer experience and operational reliability.

Mindera is seeking an experienced Engineering Manager to lead and scale engineering operations within a large-scale contact centre ecosystem supporting high volumes of customer interactions. This hands-on leadership role combines technical oversight, delivery ownership, and people management to establish structure, discipline, and operational excellence within a lean engineering team.

Responsibilities:
- Establish delivery cadence, backlog management processes, and engineering best practices.
- Define and prioritize technical workstreams aligned with evolving product backlog requirements.
- Lead and mentor engineers across telephony, IVR, AI automation, and backend integrations.
- Drive platform improvements across Zendesk, Twilio, Google CCAI, and Dialogflow CX.
- Oversee integrations with orders, payments, refunds, and fulfilment systems to ensure reliability.
- Collaborate with product and business stakeholders to translate requirements into executable plans.

Requirements:
- Proven experience as an Engineering Manager or Technical Lead in customer-facing systems.
- Strong knowledge of contact centre technologies including Zendesk, Twilio, IVR, and CRM integrations.
- Experience operating in high-volume customer interaction environments.
- Solid technical background in backend systems, APIs, and third-party integrations.
- Ability to implement structure and delivery discipline in ambiguous environments.
- Strong leadership, stakeholder management, and communication skills.

Benefits:
- Opportunity to work with global teams and enterprise clients.
- Collaborative, agile, and growth-oriented culture.
- Exposure to modern technology platforms and scalable systems.
- Professional development within an international engineering consultancy.

This role requires strong technical leadership and the ability to operate effectively in complex, high-impact environments.