Engineering Manager - Contact Centre Platforms

Recruiter:

The Legends Agency

Job Ref:

933WXX5Y

Date posted:

Wednesday, January 14, 2026

Location:

Cape Town, South Africa

Salary:

Market-Related

SUMMARY:
This role is designed for a hands-on Engineering Manager to bring structure, clarity, and delivery discipline to a complex, high-volume contact centre environment

POSITION INFO:

Engineering Manager - Contact Centre Platforms
Lead the transformation of high-volume contact centre ecosystems at scale
Remote role with global impact across customer experience platforms

About Our Client
Our client a global technology company delivering high-performance software solutions. Focused on engineering excellence and collaboration, they partner with clients to solve complex challenges across large-scale platforms. With a strong emphasis on lean teams, impactful leadership, and cutting-edge technologies, they offer an opportunity to shape how millions of customer interactions are handled daily.

The Role: Engineering Manager - Contact Centre Platforms
This role is designed for a hands-on Engineering Manager to bring structure, clarity, and delivery discipline to a complex, high-volume contact centre environment. With over 500 agents and multiple integrations, you''ll lead the technical strategy, mentor engineers, and drive improvements across platforms including Zendesk, Twilio, and Google CCAI. Your leadership will directly influence operational efficiency, customer experience, and platform scalability.

Key Responsibilities

Minimum 5 years experience as an Engineering Manager or Technical Lead in customer-facing or platform-heavy environments
Establish engineering discipline and delivery structure in an ambiguous environment
Define and prioritise technical workstreams and product backlog with stakeholders
Lead engineering across telephony, IVR, AI automation, agent experience, and backend systems
Drive platform improvements across Zendesk, Twilio, Google CCAI, and Dialogflow CX
Manage integrations with order, payment, refund, and fulfilment systems
Ensure engineering quality, observability, and operational excellence
Act as liaison between technical teams and business stakeholders, turning complex needs into actionable delivery plans

About You

Proven experience leading engineering teams in high-volume operational settings
Deep knowledge of contact centre technologies (Zendesk, Twilio, IVR, CRM integrations)
Strong backend systems knowledge and experience with APIs and third-party integrations
Track record of introducing engineering best practices and delivery cadence in undefined environments
Experience with AI/automation platforms such as Google CCAI or Dialogflow (desirable)
Strong people leadership, stakeholder engagement, and communication skills
Experience in customer support, retail, or enterprise platforms is a plus
Comfortable working in lean or high-pressure environments, scaling teams and systems effectively

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