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Engineering Manager - Contact Centre Platforms at Mindera. Mindera is looking for an experienced . Engineering Manager. to lead and scale engineering capabilities within a . large-scale contact centre ecosystem. . This role sits at the heart of the customer experience, directly influencing how millions of customer interactions are handled efficiently and reliably.. You will work in an environment with a . high operational footprint. (500+ agents), complex integrations, and a . lean engineering team. , where structure, clarity, and delivery discipline need to be established quickly.. This is a hands-on leadership role requiring strong technical understanding, delivery ownership, and people leadership.. Key Responsibilities. Establish . engineering discipline and delivery structure. in a team operating without a defined backlog or delivery rhythm. . Define and clarify . technical workstreams. , expectations, and priorities as the product backlog is shaped. . Lead and mentor engineers working across . agent experience, telephony/IVR, AI-driven automation, and backend integrations. . . Drive improvements across . contact centre platforms. including Zendesk, Twilio, Google CCAI, and Dialogflow CX. . Own integrations with . orders, payments, refunds, and fulfilment systems. , ensuring reliability and scalability. . Partner with product and business stakeholders to prepare and deliver against a . Product Backlog List (PBL). once defined. . Ensure high standards of . engineering quality, observability, and operational excellence. . . Act as a bridge between technical teams and business stakeholders, translating complex problems into executable plans. . Required Skills & Experience. Proven experience as an . Engineering Manager. or . Technical Lead. in customer-facing or platform-heavy systems. . Strong understanding of . contact centre technologies. (Zendesk, Twilio, IVR, telephony, CRM integrations). . Experience working in . large operational environments. with high volumes of customer interactions. . Ability to introduce . delivery cadence, backlog management, and engineering best practices. in ambiguous environments. . Solid technical background with experience in . backend systems, APIs, and third-party integrations. . . Exposure to . AI/automation platforms. such as Google CCAI or Dialogflow is highly desirable. . Strong people leadership, stakeholder management, and communication skills. . Nice to Have. Experience scaling engineering teams in . lean or high-pressure environments. . . Background in . customer support, retail, or enterprise platforms. . . Familiarity with Agile, Lean, or hybrid delivery models. . Company Location: India.