Software Engineering Manager - Customer Care

Overview

Job title:

Software Engineering Manager - Customer CareLocation: London / Bristol / EdinburghSalary: £74,000 - £100,000Team: Client EngineeringReporting To: Head of Client Engineering / Head of Customer CareThis role requires existing right to work in the UK. We are not able to offer visa sponsorship for this role. Our sponsorship policy is evaluated on a role-by-role basis. We encourage you to keep an eye on our careers site to stay informed about future opportunities where sponsorship is available.Kaluza reimagines energy to bring net-zero within everyone’s reach. Our intelligent platform enables energy utilities to unlock the full value of a radically changing energy system and propel us to a future where renewable energy is sustainable, affordable and accessible for all.From automating and simplifying core operations including billing to create a lower-cost, higher-engagement experience, to optimising energy usage across smart devices in the home, we turn tough challenges into win-win-win outcomes for customers, suppliers and the energy system.At Kaluza we embrace a flexible, hybrid work model that balances autonomy with the power of in-person connection. We’re focused on shaping thoughtful, team-driven approaches that support both business impact and individual well-being.We also prioritise meaningful company-wide gatherings like our annual conference and end-of-year celebrations, that bring us together to align, connect, and celebrate.What will I be doing?

You will be focused on our Customer Care domain. This is the area focused on creating a step change in customer contact and experience through automation and AI-driven tools.You will look after up to 2 teams of engineers. These will be a blended team of internal engineers and external consultants. Engineering Managers contribute to both the technical and product vision of their teams, making sure that their products are successful.You’ll work closely with our clients to create an initial deployment of our Customer Care tooling. Having established product-market fit, it is likely you will transition into the Customer Care area to understand how we can iterate and evolve the platform to deploy it across multiple clients cost-effectively.You’ll nurture the engineering talent in your teams, encouraging personal development, managing performance and ensuring everyone is aligned with product delivery objectives.You’re unlikely to be particularly hands-on with the code, but will have enough technical experience to be able to contribute to and guide technical discussions, bringing the big picture context.You’ll work closely with engineers in your team and your peers to contribute to and drive the technical roadmap and strategy for your area.You’ll be a champion of operational excellence in your area and help your team be the best they can be.You’ll find the right channels to remove impediments and unblock your team to help them meet their product delivery objectives.About You

Ideally you’ll have experience in an Engineering Management or related role working with high performing cross functional teams.Have experience developing or managing teams working with Contact Centre tooling, such as Amazon Connect or Genesys.Be passionate about growing and mentoring engineers within your teams.Develop and maintain strong, positive relationships with clients by actively listening to their needs, providing timely and transparent communication, and proactively addressing any concerns.Have a fundamental understanding of the principles of Agile and lean development.Have an excellent understanding of a broad set of modern technologies, especially including event based systems such as Kafka.Have excellent communication skills and experience working with senior leaders across the business.What Will Set You Apart

Experience managing MLOps Engineer and/or Data Scientists who leverage AI tools to transform customer journeys.Experience managing blended teams of internal engineers and external consultancies effectively.Experience transforming software engineering teams and practices through the use of AI, ML and/or LLMs.Other Requirements

Kaluza is a global business, as a result the person in this role will be required to travel as part of commercial and deployment activities. By way of a guide, it’s possible that between 4 and 6 business trips a year will be required.Kaluza Values

Here at Kaluza we have five core values that guide us as a business:

We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose.

Read more about our values over on our careers site.From us you’ll get

Pension SchemeDiscretionary Bonus SchemePrivate Medical Insurance + Virtual GPLife AssuranceAccess to Furthr - a Climate Action appFree Mortgage Advice and Eye TestsPerks at Work - access to thousands of retail discounts5% Flex Fund to spend on the benefits you want most26 days holidayFlexible bank holidays, giving you an additional 8 days which you can choose to take whenever you likeProgressive leave policies with no qualifying service periods, including 26 weeks full pay if you have a new addition to your familyDedicated personal learning and home office budgetsAnd more…Even better? You’ll have access to these benefits from day 1 when you join.We want the best people. We’re keen to meet people from all walks of life — our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.Find out more about working in Kaluza on our careers page and LinkedIn. You can also find our Applicant Data Protection Policy ..... full job details .....