Engineering Manager | Digital

The team

The Digital Engagement Team at our contact centre is dedicated to enabling agents and supervisors to efficiently manage email, chat, SMS, and social interactions seamlessly. Our primary focus is to deliver exceptional digital-first omnichannel experiences while preserving a personalized human touch. By fully integrating with Five9 inbound and outbound voice solutions, we create connected customer journeys across various channels, including email, chat, SMS, webchat, video, and social messaging apps like Facebook Messenger, Twitter, WhatsApp, WeChat, and more. This integration allows contact center agents to engage with customers through multiple channels during a single interaction, guiding them toward the channels best suited to resolve their issues. Our ultimate goal is to provide a unified and holistic approach to customer interaction, ensuring a consistent and outstanding experience across all digital touchpoints.

Role purpose

As an Engineering Manager for our Digital Channels product line, you will lead a team of talented full-stack engineers in designing, developing, and maintaining scalable, cloud-native applications and services for our CCaaS platform. You will work closely with product managers, UX designers, and other engineering teams to deliver high-quality features that meet the evolving needs of our customers. If you are passionate about leading high-performing teams and building digital communications applications, this is the role is for you.

Responsibilities

• Lead, mentor, and develop a team of 5-7 full-stack engineers, fostering a culture of collaboration, innovation, and continuous improvement.
• Manage team performance, conduct regular 1:1s, and provide guidance on career development and growth opportunities.
• Drive technical excellence and best practices in software development, code reviews, and design.
• Provide technical leadership and expertise in building Java-based applications with modern cloud-native patterns.
• Guide the team in implementing microservices architecture, API integration, and data management strategies.
• Advocate for best practices in cloud infrastructure, DevOps, and CI/CD processes.
• Develop and execute the organization's product strategy in alignment with business objectives.
• Oversee the design, development, and implementation of full stack applications. Ensure adherence to best practices, standards, and security protocols.
• Collaborate with product managers and stakeholders to define and prioritize the product roadmap for digital channels.
• Work closely with UX/UI designers to create intuitive and responsive digital channels that enhance the user experience.
• Partner with other engineering teams to ensure seamless integration with the broader CCaaS platform.
• Coordinate with customer support and sales teams to address customer feedback.
• Ensure timely delivery of features and projects, balancing short-term needs with long-term technical goals.
• Support the professional growth and development of team members through coaching, training, and mentorship. Provide opportunities for skill enhancement and knowledge sharing.
• Troubleshoot and resolve complex technical issues. When problems arise, you use your experience and problem-solving skills to identify the root causes and implement effective solutions.

Skills, competencies and qualifications

Required:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 5+ years of experience in software engineering, with at least 2 years in a leadership or management role, with demonstrated ability to lead high performing, highly engaged teams.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Ability to thrive in a fast-paced, dynamic environment with a focus on delivering customer value.
• Strong problem-solving abilities and a strategic mindset.
• Strong proficiency in Java and modern cloud-native development practices. 5+ years of professional experience developing Java applications – including delivering RESTful apis.
• Solid understanding of microservices architecture, RESTful APIs, and event-driven systems.
• Experience with public cloud providers.
• Experience with frontend technologies (React, Angular, or Vue.js).

Desirable:

• Experience in building chat or messaging applications.
• Experience with GCP services, including Kubernetes (GKE), Data StorePub/Sub, Cloud Functions, and BigQuery.
• Experience building Spring Framework/Spring Boot applications.

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance 
• 25 day Annual Leave + Public Holidays