Engineering Operations Manager

Role overview A senior technical role within a Product Engineering and Technical Program Management organization at a cloud contact center software company. The position owns tools, integrations, and processes that improve engineering productivity, with a clear shift away from manual tool administration toward automation, AI-assisted SDLC tooling, and cross-functional enablement.

Responsibilities - Own the roadmap and architecture for Jira, Confluence, Jellyfish, and related engineering tools, pushing configuration and administration toward automation and self-service. - Build and maintain integrations between engineering systems using REST APIs, webhooks, and scripting; direct and evaluate AI-assisted SDLC work including prompts, specs, and connector/tool development. - Serve as technical lead and review point for a junior developer focused on integrations and AI SDLC, providing mentorship and code/configuration review. - Turn Jira and Jellyfish data into reliable metrics and executive-ready reporting, maintaining an ongoing roadmap-to-delivery mapping including initiatives, features, confidence ratings, and SME verification. - Support program and release management with tooling, data, and process guidance across the SDLC, and define consistent tool usage patterns across engineering, product, and TPgM teams. - Partner with engineering and product leadership to reduce friction in day-to-day workflows, treating engineers as the customer of the tools and processes the team delivers.

Requirements - Bachelor's degree in Computer Science or related field, or equivalent experience. - 4+ years in engineering operations, tooling, integrations, or process management. - Working proficiency in Python and REST API integration patterns: authentication flows, pagination, rate limits, and retry logic; comfort with Git and PR-based workflows. - Practical experience using an LLM as a working tool, including a clear-eyed view of where it fails. - Strong written communication spanning executive narrative and technical writing (specs, prompts, evaluation criteria), plus demonstrated ability to mentor less experienced team members. - Self-starter with strong analytical skills, high attention to detail, and comfort operating without an established right answer.

Nice to have - Experience administering Atlassian tools (Jira, Confluence), SQL for reading data, MCP/connector or agentic tool development, Jellyfish or comparable engineering intelligence platforms, Agile/SDLC practices, and secrets/credential hygiene across systems.