Hiver
Hiver
Hiver este o companie de software ca serviciu (SaaS) construită în jurul inteligenței artificiale, care dezvoltă software de servicii pentru clienți prin canale multiple, destinat companiilor. Platforma a început ca un helpdesk integrat nativ în Gmail și s-a extins ulterior prin Hiver Omni, un spațiu de lucru unificat pentru gestionarea e-mailurilor, chatului, Slack, apelurilor vocale, WhatsApp și portalurilor de autoservire. Printre capabilitățile Hiver bazate pe inteligență artificială se numără AI Agents, AI Copilot, AI Help Center, AI Insights și AI QA, care sprijină trierea tichetelor, redactarea răspunsurilor, executarea unor acțiuni în mai mulți pași în sistemele de business conectate și întreținerea bazelor de cunoștințe. Produsul combină inboxuri comune, colaborare internă și integrări cu instrumente precum Salesforce, Shopify și NetSuite. Hiver deservește echipe de asistență pentru clienți, finanțe, managementul serviciilor IT și resurse umane, iar compania afirmă că platforma sa este utilizată de peste 10.000 de echipe. Echipa sa în creștere lucrează la soluții de inteligență artificială, experiența clienților, infrastructura SaaS și software pentru companii cu operațiuni complexe de asistență.

Senior Engineering Manager at Hiver (Hybrid, India)

Lead architecture, delivery, and team development at Hiver as an Engineering Manager. Help build scalable customer service software spanning email, chat, phone, and WhatsApp.

Descriere

  • Lead product delivery from initial planning through execution, including project decomposition, architecture discussions, documentation, diagrams, and implementation
  • Set and maintain the team’s engineering practices, processes, and standards
  • Own the technical architecture, guide engineering design, and make key technical decisions
  • Prioritize the feature roadmap, deliver planned work, and reduce technical debt
  • Partner with product managers, designers, developers, and QA in a cross-functional environment
  • Report on the team’s progress and communicate its overall perspective
  • Work with Support to investigate and resolve technical issues
  • Partner with Talent Acquisition on candidate sourcing, screening, interviews, and hiring
  • Increase team productivity through technology investments, process improvements, and continuous delivery
  • Support team morale, remove obstacles, and mediate disagreements
  • Guide team members’ careers, provide ongoing feedback, represent them in annual reviews, and recognize strong performance
  • Develop and expand the team’s capabilities to deliver business solutions

Cerințe

  • 8–12 years of relevant experience, including at least one year managing and owning delivery for a high-performing engineering team
  • Bachelor’s degree in a technical discipline
  • Comfort working in a fast-paced environment with significant ambiguity
  • Strong database knowledge and data-modeling expertise
  • Proven ability to lead, manage, and mentor engineering teams
  • Experience designing and building distributed systems
  • Strong project-management skills, including delivering complex, high-quality projects on schedule
  • Demonstrated individual technical accomplishments
  • Strong computer science fundamentals and proficiency in at least one interpreted language, such as PHP, Python, or Ruby on Rails
  • Experience developing software in a commercial product environment
  • Experience leading teams that build software for scale
  • Excellent communication skills and a collaborative, open team approach
  • Experience working with global customers and agile methods; serverless architecture experience is a plus

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