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About the Role

Own the engineering platform that powers an entire customer care ecosystem, setting the standards for how product teams build, deploy, and operate. This role bridges infrastructure, design systems, and operational excellence to ensure teams have the necessary tools, patterns, and stability.

Responsibilities

• Define and execute the technical platform strategy for Care CX, establishing standards, shared tooling, CI/CD pipelines, and SRE practices.
• Own the operational stability of SmartDesktop, ensuring 24/7 availability and managing incident response, on-call rotations, monitoring, and observability.
• Oversee the Casa UI component library (CUI) and design system, ensuring a consistent, high-quality UI foundation.
• Champion DevEx improvements and drive adoption of AI-assisted developer tooling, integrating LLMs into workflows.
• Mentor and grow engineering leads and senior contributors, cultivating a culture of high ownership and continuous learning.
• Collaborate with cross-portfolio teams and business stakeholders on infrastructure standards, API patterns, and platform investments.
• Proactively identify and mitigate risks across the platform layer, resolving cross-squad technical dependencies.

Requirements

• Technically grounded Engineering Manager energized by enabling other teams, viewing the platform as a product.
• 7+ years of hands-on software engineering experience as an individual contributor.
• 3+ years in engineering management or technical leadership.
• Experience with platform engineering, SRE, or DevEx, building internal tools, CI/CD systems, and shared infrastructure.
• Familiarity with monitoring and observability practices, including metrics collection, alerting, distributed tracing, and log aggregation.
• Hands-on experience building software solutions with Large Language Models, architecting LLM integrations.
• Excellent communication and coaching skills, able to translate platform complexity for executive audiences, grow people, and build team cultures.

Skills

• Datadog
• Grafana
• OpenTelemetry
• React
• TypeScript
• Node.js
• Go
• Modern testing practices
• Legacy modernization principles
• AI-assisted developer tooling

Location

• Global

Work Type

• Full-time

Experience Level

• 7+ years of hands-on software engineering experience
• 3+ years in engineering management or technical leadership

Education Level

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)

About the Company

• The CIO organization is unifying TELUS customer care operations through Casa, a single platform serving thousands of agents globally.
• The Care Customer Experience (Care CX) team, part of SPACE (Shop, Pay and Care Engineering) within the Chief Information Office, builds and operates Casa, empowering frontline and back-office agents to serve millions of TELUS customers every day.