Engineering Lead: Customer Interaction

**Job ID**:12750

**Position Type**:Full-Time

**Job Function**:Information Technology

**Workplace Type**:Head Office

**Division**:TFG Infotec

**Province**:Western Cape

**Location**:Cape Town North

**Suburb**:Parow (Parow)

Position Description:
The opportunity:
We are looking for an Engineering Lead: Customer Interaction to be part of our Customer & Insights team to lead and build a cross-functional team of engineers within a product team.

The product team focuses on customer facing store-based solutions which drive great customer experiences and interactions across all our stores and retail brands.

With a robust strategy focusing on People, Process and Technology, we believe that our culture and the quality of our people are our greatest strengths. As such, we need to employ top talent to support our key business functions.

TFG’s IT division provides innovative, strategic and cost-effective ICT solutions and professional services to TFG and its subsidiaries. Working for TFG means; working with highly talented professional individuals, who are passionate about collaboration, creativity and working towards successful customer service.

The Key Performance Areas of this role will be as follows:
Team Leadership
- Manage resources through providing guidance, mentorship, and support to aid team members in meeting support and project commitments
- Provide status reporting inclusive of but not limited to utilisation plans, SLA performance, project updates, process improvements and team initiatives
- Perform resource and operational management of the team to ensure capacity is utilised efficiently
- Ensure compliance with governance frameworks

Project Management
- Drive the technical delivery of projects (internal and external)
- Assist with the compilation of quotes and sign off documents as required.
- Perform resource scheduling and planning
- Performs the function of a Project Owner for internal team projects.
- Serve as the primary resource on complicated projects providing other team members with the necessary documentation that can be followed to implement the project.

Planning
- Actively participate in the business requirement gathering phase, reviewing specifications, and providing feedback.
- Perform a high-level impact analysis, establish scope, and provide estimates based on the known requirements.
- Identify and liaise with all stakeholders.
- Work with Scrum Master on task planning, setting due dates and agreeing milestones.

Quality and Testing
Enforce the use of unit tests and actively pursue viable options for test automation.
- Assist the Test Analyst in ensuring that a comprehensive test pack is produced, which includes all the required scenarios.
- Ensure build stability with the development team and aim to release with zero defects.
- Assist in reviewing the risk / impact of defects found in testing, prioritize, and provide guidance

Production Support and Root Cause Management
- Ensure that the root causes of system errors are effectively analysed and prioritized for fixing.
- Proactively bring issues and problems to the attention of the team and propose and implement innovative solutions to solve them.
- Assist system users and the infrastructure teams with technical support issues.

Software Engineering
- Participate in sprint development activities to assist with product delivery
- Lead frontend and backend development within the product team
- Provide architecture and technical design direction to the product team

**Requirements**:

- Must have a relevant degree or equivalent working experience
- 5 years knowledge/experience of databases and data structures
- A minimum of 2 years Team Lead experience is essential
- 5 years experience developing distributed, transactional, and available systems is required
- Experience with microservices architecture and design is required
- Data Engineering and/or OO Analysis & Design certification would be an advantage
- At least 2 years Scrum & Agile methodology experience is an advantage
- DevOps implementation experience including setting up CI/CD pipelines advantageous

Competencies and behaviours for success:

- Strong analytical, problem-solving, and logical skills
- Strong conflict management skills
- Excellent written communication and presentation skills
- Excellent interpersonal skills
- Excellent organisation skills
- The ability to persuade and influence
- A focus on delivering results and meeting customer expectations