Engineering Manager, Customer Care Platform

Location: Req ID: 55553 Jobs by Category: Technology Solutions Job Function: Technology Status: Full Time Schedule: Regular Do you thrive on developer experience, platform reliability, and the foundational systems that let product teams ship faster and safer? Are you ready to own the engineering platform that powers an entire customer care ecosystem, setting the standards for how the Care delivery squads build, deploy, and operate their products? Are you a leader who bridges the worlds of infrastructure, design systems, and operational excellence, ensuring every team has the tools, patterns, and stability they need to do their best work? Be a part of our journey Join our team and what we'll accomplish together 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. As Engineering Manager of the Customer Care Platform, you will own the technical strategy for this mission-critical system. Your mandate spans platform engineering, SRE practices, and the Casa UI component library and design system (CUI), a high-leverage, cross-cutting role where your decisions directly shape how every Care CX engineering team builds software. What you'll do Define and execute the technical platform strategy for Care CX, establishing standards, shared tooling, CI/CD pipelines, and SRE practices that reduce friction and increase delivery confidence across all squads. Own the operational stability of SmartDesktop, ensuring 24/7 availability for thousands of Care agents daily, with clear ownership of 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 is available to all Care CX feature squads. Champion DevEx improvements and drive adoption of AI-assisted developer tooling, treating the platform as an internal product and integrating Large Language Models into workflows to accelerate delivery. Mentor and grow engineering leads and senior contributors across squads, cultivating a culture of high ownership, operational excellence, and continuous learning across a globally distributed team. Collaborate with cross-portfolio teams and business stakeholders to align on infrastructure standards, API patterns, and the business value of foundational platform investments. Proactively identify and mitigate risks across the platform layer, resolving cross-squad technical dependencies and ensuring squads can ship with speed and confidence. What you bring You are a technically grounded Engineering Manager who gets energized by enabling other teams, someone who sees the platform as a product, invests in developer experience, and takes pride in the reliability and consistency of the systems your teams own. If you're excited about this space and bring most of what we're looking for, we'd love to hear from you. 7+ years of hands-on software engineering experience as an individual contributor, with 3+ years in engineering management or technical leadership. Experience with platform engineering, SRE, or DevEx, building internal tools, CI/CD systems, and shared infrastructure that serve multiple engineering teams. Familiarity with monitoring and observability practices, including metrics collection, alerting, distributed tracing, and log aggregation, with hands-on experience with tooling such as Datadog, Grafana, or OpenTelemetry. Strong hands-on familiarity with React, TypeScript, Node.js, and Go, and a deep grasp of modern testing practices across both frontend and backend. Deep familiarity with legacy modernization principles and tradeoffs, able to support migration from established desktop or monolithic applications toward modern, composable architectures. Hands-on experience building software solutions with Large Language Models, architecting LLM integrations, not just using AI assistants. Excellent communication and coaching skills, able to translate platform complexity for executive audiences, grow people, and build team cultures grounded in trust and accountability. Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience). Great-to-haves Experience in the telecommunications industry, particularly within agent tooling, care operations, or internal enterprise platforms. Background in managing mixed disciplines, engineers and reliability engineers, within a single leadership scope. Experience with AI-assisted developer tooling or intelligent automation in a platform/DevEx context. Salary Range: $109,000-$202,000 Performance Bonus or Sales Incentive Plan: 20% Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as: Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family Flexibility to work in-office, virtually or a combination of both, based on the role's requirements Generous company matched pension and share purchase programs Opportunity to give back to communities in which we work, live and serve Career growth and learning & development opportunities to develop your skills And much more … Job Type: This is for a current vacancy A bit about us We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly. Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks. Technology Solutions We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen. We are honoured to be recognized 5G TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications 6 Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future. 1 Million active users logging into My TELUS per month (consumer mobility). Accessibility TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.