Engineering Manager, Customer Care Delivery

TELUS • Edmonton, AB

12d

About The Position

The Care Customer Experience (Care CX) team is part of the SPACE (Shop, Pay and Care Engineering) organization within the Chief Information Office (CIO). We build and operate Casa — the unified platform that empowers frontline and back-office agents to serve millions of TELUS customers every day. As Engineering Manager of the Services, Account, Orchestration & Order Tracking group, you will lead the squads responsible for delivering the features agents rely on most — from managing customer accounts and mobility services to tracking orders and navigating complex service integrations. Your portfolio sits at the intersection of customer experience and technical complexity: rich domain logic, multiple API dependencies, and a constant stream of new capabilities being brought into Casa from across the business. Your focus: translating product priorities into clear execution, managing cross-squad dependencies, and building a delivery culture characterized by ownership and quality.

Requirements

• Delivery-focused Engineering Manager with a solid technical foundation, an ability to manage complexity across teams and integration surfaces, and a genuine drive to ship features that make agents and customers more successful.
• 7+ years of hands-on software engineering experience as an individual contributor, with 3+ years in engineering management or technical leadership.
• Experience leading feature squads — setting direction, managing dependencies, and holding a high bar for delivery quality across concurrent workstreams.
• Hands-on expertise with modern frontend and full-stack development — React, TypeScript, Node.js/BFF patterns, REST and event-driven APIs — ideally in a microfrontend or distributed architecture context.
• Strong foundation navigating API-layer complexity — orchestration patterns, service integrations, contract management, and service reliability in a multi-team, multi-system environment.
• Proven track record managing new application launches end-to-end, from architecture and scoping through rollout and production operations.
• Hands-on experience building software solutions with Large Language Models — architecting LLM integrations, not just using AI assistants.
• Excellent communicator — able to synthesize cross-squad delivery status, surface risks early, and engage product and executive stakeholders with clarity and confidence.
• A coaching mindset: you invest in people, build psychological safety, and cultivate teams that take pride in what they ship.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).

Nice To Haves

• Experience in the telecommunications industry, particularly within account management, mobility services, or order management domains.
• Familiarity with service request platforms, enterprise integration layers, and service orchestration APIs.
• Experience managing mixed teams of FTEs and contractors across multiple concurrent workstreams.
• Exposure to AI-assisted development or intelligent automation in a feature delivery context.

Responsibilities

• Drive the technical delivery roadmap — translating product priorities into clear, executable plans while managing cross-squad dependencies and service integration complexity.
• Provide technical direction for feature development in Casa (React/TypeScript microfrontends, Node.js BFF services), ensuring solutions are scalable, well-integrated, and aligned with platform standards.
• Oversee the downstream orchestration layer — the API backbone connecting Casa to integrated systems — ensuring it evolves to meet the growing demands of all Care CX squads reliably and efficiently.
• Lead new application launches from inception through production, guiding teams with strong engineering fundamentals and a focus on agent and customer usability.
• Mentor and grow engineering leads and developers across squads, building a delivery culture characterized by ownership, quality, and continuous improvement.
• Partner closely with Product, business stakeholders, and enterprise service owners to align feature delivery with customer care goals and agent experience outcomes.
• Identify and resolve technical risks arising from service dependencies, API contract changes, and cross-squad integration points — keeping delivery flowing smoothly.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager