Software Engineering Manager

Why this job matters

The Software Engineering Manager coordinates the execution of the engineering strategy and roadmap that supports BT's commercial strategy through cross functional business partnering and the participation of a team that pursues innovation as well as engineering excellence.

In this job you’ll build, deploy and support our chat and messaging platforms used by thousands of customers daily. Focused on delivering a brilliant customer experience, you’ll ensure they quickly get to the right information and support for their needs. All this will be delivered on a platform that’s available 24/7 and underpinned by intelligent bots, which augment the work of our customer service agents and improve the efficiency of our chat and messaging channel.

What you’ll be doing

As the Engineering Manager in the Aimee tribe, you will bring a blend of technical expertise and leadership responsibilities to your role. 

• Leadership and Line Management: Reporting into the Senior Engineering Manager, a key responsibility of this role will be to lead the Aimee Engineering team, which is based in Bangalore. 
• Overseeing the Software Development Lifecycle: Oversight of entire software development lifecycle, from design, testing and implementation.
• Coordination and Management: Collaborating with the Tribe Leadership Team, Product Owners, Scrum Masters, Engineers, QAs, BA’s and Architects, sharing best practice
• Technical Expertise: Create scalable and quality Code.
• Design and Maintenance: Responsibility for designing, building, and maintaining systems within the development team, applying principles of software engineering.
• Quality Assurance: Working with the QA Lead to develop guidelines for software testing and ensuring that the final product meets quality standards. 
• Communication: Excellent communication skills, with the ability to comfortable communicate technically and operationally with all stakeholders, including 3rd parties and senior leadership
• Problem-Solving: Identifying software bugs and collaborating on solutions.
• Continuous Improvement: Identify opportunities to improve productivity and efficiency across the tribe. Review tooling and promote the use of strategic tools within the tribe.
• Mentorship: Mentoring of junior team members, helping them grow and develop their skills.
• Strategic Mindset: Support the strategic direction within Digital within BT Group.

Skills and Experience Required

Leadership Skills:
• Team Leading and Coaching: experience in leading teams of at least 5 engineers.
• Conversational Leadership Team: Working closely with the Engineering Lead and Product Lead to help shape the Engineering Team in Conversational 

Primary Technical Skills:
• AI and ML – Natural Language Understanding (NLU) – Sprinklr, Dialogflow, Watson, Lex, Azure Bot.  
• Chat & Messaging – Developing software to support  Contact Centre Operation Teams
• Cloud Experience - experience and knowledge of deploying applications on the cloud. 
• Hands-on Technical knowledge: experience and knowledge in implementing high scale microservices/distributed systems. Experience in modern JavaScript, Node, ES6+, React, Hooks, Redux.
• Generative AI – An interest in Large Language Models and Gen AI.

Additional Skills:
• Agile and Lean culture: Work to the standards set out in the squad, working and aligning with Scrum Master, Product Owner.
• Dev Ops Skills: GCP/AWS, Security, IaaC, Gitlab pipelines, Jenkins, Kubernetes, Docker.
• Technical Quality knowledge: experience and knowledge of pre and post release Quality governance. Planning adequate Testing, Monitoring, Alerting.
• Architecture implementation: Ability to work with team to input into Solution Design, Epics and then deliverables.
• Application Security - Work with team to minimise any address any vulnerabilities identified.
• Production Support - Ability to work with team to address production issues and put in place resolutions to prevent future issues from arising.

Experience you would be expected to have:
• At least 5 years’ experience of line management experience. 
• Focus on quality, automation, and metrics.
• Experience of building a Virtual Assistant for high volume, multi- channel traffic would be an advantage.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.