Senior Engineering Manager, Platform

About Us UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world. Learn more at www.ujet.cx.About the role You will lead a newly formed Platform & Developer Experience organization, composed of senior engineers from across the company. Your mission: set the technical and product direction, remove friction, and deliver platform services and developer tooling that measurably accelerate engineering velocity and reliability. Team responsibilities  Platform: Deliver highly scalable, performant, and resilient services used across the org; own infrastructure-related code, an internal chat/voice application, monitoring, and performance optimization. DevX: Provide exceptional internal tooling to accelerate engineering velocity: developer environments, AI automation, frameworks and tools, and testing infrastructure.   Required Skills, Knowledge & Experience Outstanding cross-team communication (internal & external) Proven ability to map stakeholders, communicate tradeoffs, and drive alignment across product, SRE/ops, security, infra, and external partners/customers. Comfortable presenting to executives and translating technical detail into business impact. Product vision and outcome-driven planning Demonstrated experience writing clear team goals/OKRs and turning them into a 90–180 day roadmap with measurable adoption and impact metrics. Habit of defining success criteria (adoption, latency, MTTR, cost, time-to-ship) and iterating based on metrics. Tooling & process innovation to drive org efficiency Track record of researching, piloting, and rolling out developer tooling/CI-CD/IaC/observability/process changes at scale — including pilot → champion → scale strategies. Strong change-management instincts: training, incentives, feedback loops, and adoption metrics. Deep technical/architectural leadership Hands-on systems knowledge: cloud-native architecture, distributed systems, microservices patterns, capacity planning, fault isolation, and performance tuning. Experience owning architectural direction and making pragmatic tradeoffs between scalability, reliability, cost, and developer velocity. Comfortable reviewing code and infrastructure (infrastructure-as-code), and establishing lightweight governance (principles, templates, linters, architecture reviews). Domain-specific platform experience Building and operating highly scalable platform services and infrastructure-related code. Monitoring, observability, and performance optimization at service-and-platform level. Experience with real-time communication systems (chat/voice) or similar low-latency, stateful services is strongly preferred. Developer Experience (DevX) expertise Designing developer environments, internal frameworks, testing infrastructure, and internal tools that materially reduce time-to-first-commit and time-to-release. Practical experience integrating AI automation into developer workflows and tooling. Familiarity with internal platform tooling (SDK/CLI/portability tooling) and how to drive adoption. People leadership & team build Experience leading, coaching, and hiring senior engineers and engineering managers — including building a new team from experienced individual contributors. Strong at performance conversations, career development, and creating a high-trust culture that balances autonomy with alignment. Influence without authority & stakeholder management Skilled at negotiating constraints, prioritizing across competing needs, and getting buy-in for platform standards and migrations. Execution & measurement orientation Bias for measurable outcomes: adoption rates, CI/CD success rates, pipeline times, error budgets, performance improvements, developer satisfaction scores, etc. Comfortable operating in a fast-moving environment with competing priorities and limited resources.   Nice-to-have  Prior experience running or modernizing an internal chat/voice application (WebRTC/SIP/real-time systems). Background with Terraform/CloudFormation, Kubernetes, Prometheus/Grafana, distributed tracing (OpenTelemetry). Prior experience shipping DevX products with a customer (developer) experience mindset. Experience with LLM/AI tooling integrations for developer productivity.   Why this role mattersYou’ll own both the systems that run the company and the tooling that makes engineers faster — a rare operating leverage opportunity. If you enjoy turning platform complexity into repeatable, developer-friendly outcomes, this is your sandbox.   Apply if: you’re a strong technical leader who loves shipping platform and DevX outcomes, can lead senior engineers, and can convince the org to use better tools and processes — all while keeping performance and reliability non-negotiable.   Annual US Hiring Range: $175,000 - $200,000 *A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.    UJET is an Equal Opportunity Employer UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Compliance Responsibilities Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities. Why UJET? Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.  Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships. Comprehensive Benefits: Medical, dental, vision, 401(k) plan, commuter benefits, and more.