Engineering Manager, Customer Care Platform

TELUS • Edmonton, AB

12d

About The Position

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.

Requirements

• 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).

Nice 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.

Responsibilities

• 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 This Job Offers

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