Senior Engineering Manager, Platform

UJET is a leader in AI-powered contact center innovation, providing a cloud platform that enhances customer experience. The Senior Engineering Manager, Platform will lead a new organization focused on delivering scalable services and exceptional developer tooling to improve engineering velocity and reliability.

Responsibilities:

• Deliver highly scalable, performant, and resilient services used across the org; own infrastructure-related code, an internal chat/voice application, monitoring, and performance optimization
• Provide exceptional internal tooling to accelerate engineering velocity: developer environments, AI automation, frameworks and tools, and testing infrastructure

Requirements:

• Outstanding cross-team communication (internal & external)
• Proven ability to map stakeholders, communicate tradeoffs, and drive alignment across product, SRE/ops, security, infra, and external partners/customers
• Comfortable presenting to executives and translating technical detail into business impact
• Product vision and outcome-driven planning
• Demonstrated experience writing clear team goals/OKRs and turning them into a 90–180 day roadmap with measurable adoption and impact metrics
• Habit of defining success criteria (adoption, latency, MTTR, cost, time-to-ship) and iterating based on metrics
• Tooling & process innovation to drive org efficiency
• Track record of researching, piloting, and rolling out developer tooling/CI-CD/IaC/observability/process changes at scale — including pilot → champion → scale strategies
• Strong change-management instincts: training, incentives, feedback loops, and adoption metrics
• Deep technical/architectural leadership
• Hands-on systems knowledge: cloud-native architecture, distributed systems, microservices patterns, capacity planning, fault isolation, and performance tuning
• Experience owning architectural direction and making pragmatic tradeoffs between scalability, reliability, cost, and developer velocity
• Comfortable reviewing code and infrastructure (infrastructure-as-code), and establishing lightweight governance (principles, templates, linters, architecture reviews)
• Domain-specific platform experience
• Building and operating highly scalable platform services and infrastructure-related code
• Monitoring, observability, and performance optimization at service-and-platform level
• Experience with real-time communication systems (chat/voice) or similar low-latency, stateful services is strongly preferred
• Developer Experience (DevX) expertise
• Designing developer environments, internal frameworks, testing infrastructure, and internal tools that materially reduce time-to-first-commit and time-to-release
• Practical experience integrating AI automation into developer workflows and tooling
• Familiarity with internal platform tooling (SDK/CLI/portability tooling) and how to drive adoption
• People leadership & team build
• Experience leading, coaching, and hiring senior engineers and engineering managers — including building a new team from experienced individual contributors
• Strong at performance conversations, career development, and creating a high-trust culture that balances autonomy with alignment
• Influence without authority & stakeholder management
• Skilled at negotiating constraints, prioritizing across competing needs, and getting buy-in for platform standards and migrations
• Execution & measurement orientation
• Bias for measurable outcomes: adoption rates, CI/CD success rates, pipeline times, error budgets, performance improvements, developer satisfaction scores, etc
• Comfortable operating in a fast-moving environment with competing priorities and limited resources
• Prior experience running or modernizing an internal chat/voice application (WebRTC/SIP/real-time systems)
• Background with Terraform/CloudFormation, Kubernetes, Prometheus/Grafana, distributed tracing (OpenTelemetry)
• Prior experience shipping DevX products with a customer (developer) experience mindset
• Experience with LLM/AI tooling integrations for developer productivity