Engineering Manager Customer Service (RQC) and Call Center (CC)

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

The newly created organization, being an integral part of the Global Digital & Technology Function, is tasked with maintaining, but most importantly developing (functional and technological) IT solutions supporting the Commerce area at Heineken. Commerce DevOps Hub is located in Kraków and will include highly qualified IT professionals with direct contribution to both the technological development of the Heineken Commerce and the Hub itself.

As the Engineering Manager Customer Service (RQC) and Call Center (CC), your role is to oversee a team, developing in-house products, guiding technical strategy, and ensuring alignment with business objectives. You will need to understand the business needs, and work with business stakeholders. You will help Product Architect(s) to convert those needs into solution architecture specifications and services in line with overall engineering standards and roadmaps. You drive excellence in software engineering practices to deliver high-quality solutions throughout the software development lifecycle in our E-Business landscape, contributing to HEINEKEN International’s Evergreen strategy. You own the technology development and operations of given scope, including full budget responsibility, drive people development agenda, etc.

You will take responsibility of the RQC / CC Development and Operations team. The development team is crafting and continuously improving a global solution template for Customer Service and Call Center technology with a keen focus on omnichannel capabilities. The Operations Team ensures operational continuity for running Customer Service and Call Center solutions across OpCos. A critical aspect of this position is coordinating swift resolution of issues and effective communication management with OpCos. The Engineering Manager is responsible for budget oversight, risk assessment, and communicating with stakeholders. Collaboration with third-party vendors, product owners, and program management is key. Call Center experience is a must, preferably Genesys. In this role you will work heavily with our Customer Service & Logistics (CS&L) teams, which sit in Supply Chain. The role reports directly to the Senior Technology Manager.

Your responsibilities would include:

• working with Customer Service on Product and Tech strategy and build product roadmaps to enable our OpCos with best Customer Service and Call Center technology
• ensuring that the solution in scope contribute to our Digital Backbone (DBB), which is modernizing our back-office applications into single S/4 HANA and Business Platforms tech stack, and where your solutions would be prerequisite in number of cases
• leading the development of a global solution template for Customer Service and Call Center technology while maintaining live solutions in around 20 OpCos and counting
• leading a team of experienced SDE Leads, and their SDEs Teams in designing, developing, and delivering scalable, reliable, and high performing software solutions
• hiring, onboarding, mentoring, and developing top software engineering talents, fostering a culture of learning, collaboration, and continuous improvement – across different cultural backgrounds
• overseeing team spirit, performance and be responsible for key hiring decisions
• managing operational issues, driving resolution and communication with OpCos
• driving operational excellence, including code reviews, design reviews, testing, and deployment processes, to ensure high-quality software delivery
• proposing actionable next steps to mitigate identified risks
• implementing good practices, coding standards and modern architecture for DevSecOps, helping to develop new internal DevOps organization as well
• inspiring, advising, and driving the selection of development approach for specific product
• coordinating software development and address technical debt
• coordinating effectively with third-party vendors, product owners, and program management
• forming a view on GenAI application in our SDE practice
• managing team budget, incl. outsourcing, and flag potential risks to relevant stakeholders.
• understanding of Call Center infrastructure / network setup.

You will work daily - in strong distributed and async manner - with:

• your SDE Leads, SDEs, QA Engineers and Business Analysts to deliver Customer Service and Call Center technology as part of the eazle platform
• Product Owners, our Lead Architect, other tribe SDE Leads on direction
• cross-functional teams to define requirements, prioritize initiatives, and deliver on commitments
• infra / network specialists and teams on Call Center technology in our different countries
• stakeholders on existing live Customer Service / Call Center technology, like OpCo D&T Directors / Customer Service Directors, global business / technology teams, System Integrators, etc.

You are a good match if you:

• get energized from daily new challenges across tech, business, stakeholders, etc
• have 8+ years of experience as technology manager, with hands-on mindset and strong Customer Services and Call Center experience
• work within set Enterprise Architecture guidance and boundaries
• have demonstrated experience in leading multiple teams of SDE Leads, and SDEs (ICs)
• have in-depth knowledge of and experience (> 8yrs) in modern frontend technology, and related Backend systems / services, like Microsoft Dynamics 365
• have exceptional communication abilities
• are proficient in heavy stakeholder engagement
• are skilled in team support, guidance, and coaching
• can handled effective coordination with third-party vendors
• can manage both insourced / outsourced teams
• are a pragmatic and collaborative team player.

Technology Stack:
Mandatory to know:

• Proven experience with Customer Service and Call Center technologies
• In-depth knowledge of Dynamics 365 for Customer Service
• Call center must, preferably with Genesys Cloud CX
• Ability to drive Call Center infra and network topics
• Azure Cloud, Azure DevOps and pipelines.

Good to know:

• Frontend frameworks, like JavaScript, TypeScript, React Native, etc
• APIs (Boomi / Solace) and GraphQL (Apollo Client and Apollo GraphOS).

We Offer: