Job Descriptions

The Engineering Manager Role, reports to the Director of Engineering, and works across a broad range of solutions and technologies that support our client solutions. 

The Engineering Manager is responsible for managing agile teams to design, develop and deploy our technology solutions on behalf of our client service operations business. Our Engineering Managers provide leadership and guidance in developing, testing, deploying, and supporting robust & scalable solutions.

The Engineering Manager has people and performance management responsibilities for their teams. They set the bar and also help attract, recruit, develop, grow & retain talented technical resources on our Engineering Team.

What we are looking for:

• 3+ years of Engineering Team Management experience or experience as a Technical Lead working with Software Development and QA Engineers
• 5+ years of agile software development experience, including running effective daily standups and retrospectives
• Project management experience - managing dependencies, expectations and building trust with all stakeholders to deliver on commitments
• External technology vendor management experience - managing relationships and interdependencies between teams to deliver technology solutions
• Strong technical and collaboration skills - because problem solving requires working closely with product managers, architects, end users and clients
• Sound analytical skills to be able to elicit requirements, define solutions and capture tight user stories
• Maturity in decision making, prioritization and management of backlog and competing priorities
• Direct people management experience including conducting 1:1 people management meetings

Responsibilities:

• Advocate cloud first solutions. You get to contribute to the overall technology roadmap and enable the team to deliver on the same.
• Product ownership. You work with internal cross functional and external teams to ultimately deliver features on products that you own.
• Technical leadership & partnership. Draw on your extensive technical experience to support teams in problem resolution, root cause analysis, and decision-making.
• Champion agile development. Your support your teams by eliminating blockers and collaborating with the different stakeholders to ensure quality delivery.
• Ownership & accountability. We own what we deploy. The Engineering Manager acts as a key escalation point to lead and co-ordinate Level 3 engineering response to high impact production related incidents to restore normal service.
• Mentorship & people management. Being competent in conducting one to ones and performance reviews you're helping us build high-performing and maturity within cross-functional teams

Skills:

• Excellent technical abilities
• Ability to communicate and articulate clearly at all levels from engineers to executives
• Ability to elicit requirements from business stakeholders and capture tight user stories in DevOps
• Aptitude for system and solution design and clearly articulate design choices
• Ability to scope and size development effort and plan delivery in sprint cycles
• Ability to organize and optimize your team's activities to reach target deliveries
• Excellent analytical, investigative, problem solving and follow up skills
• Comfortable with prioritization and multi-tasking across multiple work streams
• Delivery focused and is a facilitator to bring all team members into conversations

Experience with the following is an advantage:

• Previous Azure Cloud experience
• Azure Dev Ops - Source Control (TFS/GIT), Build and Release Pipelines
• Technical hands-on experience in .Net, Web & API development and SQL Server
• On-prem/cloud infrastructure bespoke solutions and system integrations
• Automated Regression Testing Frameworks
• Experience on transformative cloud migration projects
• Exposure to omni-channel Customer Experience and Business Process Outsourcing Solutions
• Customer Experience / Contact Centre System Platforms Genesys Cloud, Amazon Connect.
• Experience with Microsoft Dynamics 365 CRM

Our ideal candidate:

• Wants to establish themselves as a trusted senior leader and partner because they understand the highly visible nature of the role and the direct impact they have on successful outcomes
• Is passionate about technology and service delivery because outstanding customer service is powered by reliable technology solutions and systems
• Is hands-on and likes to be knee deep in the technical detail but can also context switch efficiently
• Is self-motivated and enthusiastic - they have a bias for action and likes to get things moving
• Is a team player

Skills

Experience

• 5+ years