Senior Engineering Manager | IND

Role Purpose

We are looking for a Senior Engineering Manager who can wear multiple hats as both a hands-on technology leader and role model. You will contribute to architecture, design, and development of our AI-driven cloud contact center products while managing team growth, retention, and technical excellence.

Key Responsibilities

• Technical Leadership: Own all aspects of product software engineering including feature development, incident management, and solution architecture. Mentor local teams and act as the go-to expert for complex challenges.

• Hands-on Development: Write clean code in Java/Spring Boot or PHP/Laravel, maintain coding standards, review peer code, and guide engineers on using AI tools effectively.

• People Leadership: Lead hiring from job descriptions to interviews, conduct regular one-on-ones for performance management, and build a collaborative culture where everyone feels empowered.

• Production Incident Resolution: Investigate incidents deeply using monitoring tools like New Relic or Grafana, lead root cause analyses, and deliver timely resolutions with focus on stability.

• Communication Skills: Update senior leadership on system health, explain technical issues to non-technical stakeholders during incidents, and ensure clear resolution timelines are communicated.

Required Experience

We require 10+ years of experience designing scalable systems on cloud platforms (AWS/GCP/Azure) with hands-on expertise in microservices using Java/Spring Boot or PHP/Laravel. You must have strong knowledge of distributed databases, Kubernetes/CI-CD pipelines, and web security principles.

Desirable Skills

• Familiarity with Contact Centre tech like IVR, VoIP, Virtual Agents, or experience as a telecom service provider would be advantageous.