The Contact Engineering team is a vital part of Customer Service and partners closely with product and operations leaders to build global contact center applications used by our members, agents and operations teams.
The team is responsible for building highly scalable and performant agent and operational productivity applications through workflow optimizations and targeted technology solutions to keep business functioning smoothly. This is an exciting time to join the team as we look to reshape the next generation of our global contact center applications.
We are looking for an experienced Engineering Manager to lead a team of senior engineers in building and maintaining the suite of contact center applications. As an engineering leader, you will drive strategic projects, deliver business impact aligned with customer service goals and metrics, streamline development of multiple critical initiatives and define the long term technology roadmap to support the product priorities.
As an Engineering Manager, you’ll be responsible for technical strategy, guidance, implementation and execution of key contact center applications. You’ll partner closely with product management, product designers and cross functional partners to craft and evolve the vision, mission, and strategy of the Customer Service organization. With bias towards execution, you’ll help implement effective project logistics that emphasize quality and drive progress within the team. You'll lead the engineering hiring plan for the team, from sourcing through hire. You’ll develop a diverse and inclusive team where team members are empowered to do their best work. You'll mentor engineers and look for opportunities to advance their careers while keeping them engaged and focused on the product and the company vision.
You are self driven, passionate, enjoy developing engineering strategies and have a strong execution track record for delivering high-quality applications. You thrive in a fast paced development environment with an ability to guide and make rapid decisions. You can disambiguate situations, driving clear action plans for your team to develop the right engineering solutions. You are adept at solving complex technical problems and removing roadblocks so your team can focus on delivering the projects. You enjoy coaching, mentoring and developing a strong engineering team and do not shy away from having the tough feedback conversations when needed. You have experience working with a diverse group of cross functional peers - product, design, data science, and business stakeholders influencing and driving overall technical direction and decision making.
The ideal candidate is someone who has:
- 7+ years of software engineering experience with 5+ years of experience building and leading engineering teams
- Solid understanding of software engineering fundamentals and software delivery process
- Experience in hiring, developing diverse teams, creating an inclusive environment and retaining top talent
- Experience working with product, design, business and leadership in setting the long term strategic direction for team and products
- Experience with effectively creating alignments with multiple teams and operating well in ambiguity
- Excellent communication and collaboration skills