Please note, you must have the right to work in the Germany to apply for this position - we cannot provide visa support for this role.

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, and within Zendesk, careers accelerate. New opportunities arise as the company is constantly evolving and our culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

Our Nordic roots have created a culture where we can all lead by example and shape the company - and industry - we want to see, together. Between Ultimate’s startup mindset and Zendesk’s resources and years of experience, you get an unstoppable combination of talent, innovation, and support to drive your career to new heights.

THE ULTIMATE ROLE:

As the Engineering Manager of our CRM Integrations Team you’ll be responsible for developing and growing the team, which is instrumental in building the integrations that allow our clients to automate workflows in the tools they are already using.

Our integrations into CRM platforms like Zendesk, Salesforce, Intercom and others are what enables our Virtual Agents to pick up incoming conversations, answer emails, create tickets and perform actions just like a human agent on these platforms would.

As we are now part of the Zendesk group you will lead the team in building deeper integrations into Zendesk while maintaining functionality for our existing customers.

You will directly manage about 10 engineers from various skill sets (Frontend and Backend) and work closely with stakeholders across the department. The number of people and skill sets you interact with might be subject to change as we gear up the organization for future challenges.

Key Responsibilities:

• Lead a cross-functional team, guiding them towards achieving their full potential

• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continuously discover and evaluate new technologies

• Empower your team through coaching, mentorship, and skill development

• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom up culture in close collaboration with the other Engineering Managers

• Enable engineers to push for best practices inside their discipline aiming at greater productivity, cleaner code and product quality

• Collaborate with fellow Engineering Managers and Chapter Leads to keep our engineering group focused and effective

• Facilitate communication between Engineers, Product Managers and stakeholders within the RnD department and across the business, fostering understanding and alignment

• Accountability for for the delivery and product quality in you team

THE ULTIMATE PROFILE

• Enthusiastic mentor with the ability to inspire teams, fostering professional development and empowering teams to reach their full potential

• Strong technical background and professional experience developing and maintaining complex architectures

• Proven track record of successfully managing and motivating engineering teams, driving them towards achieving ambitious goals

• Experience scaling teams and leading engineering teams through change

• Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes, acknowledging that your own viewpoint may not always be the best

• You excel in facilitating discussions and communicating with various stakeholders, ensuring clarity and alignment across teams and departments

• Experience working in collaborative teams,leveraging practices like pair programming and code reviews to promote knowledge sharing and enhance team performance

• Strong expertise in iterative development and balancing risks

• Commitment to Quality and a deep understanding of how to achieve and maintain it within complex architectures and software designs

The Ultimate Hiring Process:

• Hiring Manager Interview: 30-45 mins
• Challenge Stage: 60 mins
• Final Interview with VP of Customer Success: 30 mins

Our Commitment to You:

Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any reasonable adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Department

Engineering

Locations

Berlin

Employment type

Full-time