Engineering Manager, Contact Center

Job Description

Zendesk is looking for a people manager with strong leadership ability, a pragmatic outlook and past experience growing teams and people to join the Contact Center product development team.

As an Engineering Manager at Zendesk, you will use both your leadership and technical expertise to guide and enable diverse teams of highly engaged engineers. You’ll give coaching, mentorship and direction for one or two teams (6-12 people). You’ll have the skills, experience, wisdom, patience and determination to work with the team to deliver high quality software to meet our customers needs and continually improve the capacity and capabilities of the team.

What you’ll be doing

• Guide and support our engineers to build innovative software for the contact centre problem space.

• Provide regular feedback to people you lead in a caring and direct way. Help our people set goals that will grow their careers, while contributing to the success of their team.

• Foster a diverse and inclusive working environment where everyone can thrive, whether working remotely, in the office or a mix of both.

• Identify blockers, problems or red flags and ensure the teams are aware of these and take timely action to deal with them.

• Collaborate with our Product partners to clarify, refine and communicate priorities.

• Contribute to discussions on the technical roadmap vital to enable future product and business goals.

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What you bring to the role

• A few years of experience managing people.

• Sound understanding of application & system development and agile practices.

• A dedication to quality, robust, stable software and the knowledge and skills to steer a team to delivering to these expectations.

• The ability to be direct and address issues head on when needed, without being uncaring.

• Mindfulness and an ability to stay calm when others get flustered.

• Refined prioritisation skills, to focus your time and energy where it’ll have the most impact.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.