Head of Engineering - Customer Experience

About noon We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Head of noon Customer Experience Technology who can help us move even faster.noon’s mission: Every door, every day.What you'll do:Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.As the Head of noon Customer Experience Tech, you will own the end-to-end technical strategy and execution for Customer Experience across noon’s marketplaces. You will lead a cross-functional organization spanning engineering, product management, and program management — responsible for the backend systems, customer-facing UI, ticketing platforms, and chatbot experiences that define how noon supports its customers at scale.This is a senior leadership role with high ownership. You will set technical direction, drive execution across frontend and backend engineering, and build the team and culture required to deliver world-class customer experience technology across the region.Customer Experience Technical Strategy & ExecutionDefine and drive the technical strategy for Customer Experience across all noon marketplaces, ensuring alignment with business goals and customer experience targets.Own the full technology stack powering customer experience — including backend systems, ticketing infrastructure, customer-facing UI, and AI-powered chatbot(s).Translate ambiguous, zero-to-one problems into clear technical roadmaps with measurable outcomes and well-defined success criteria.Collaborate closely with business, operations, and customer experience leaders to identify opportunities where technology can unlock disproportionate impact.Systems, Platforms & InfrastructureArchitect and evolve reliable, scalable backend systems and APIs that power ticketing workflows, agent tools, and self-service customer experiences.Drive the design and continuous improvement of chatbot and conversational AI systems, leveraging modern NLP, LLM, and generative AI capabilities.Ensure all customer experience platforms meet high bars for observability, reliability, and performance.Establish and maintain engineering best practices across CI/CD, testing, monitoring, and incident response for all customer experience technology.Cross-Functional Leadership & Team BuildingLead and grow a cross-functional organization spanning frontend engineering, backend engineering, product management, and program management.Hire, mentor, and develop senior technical and product talent to build a high-performing, deeply collaborative team.Drive cross-team coordination, architecture decisions, documentation, and open knowledge sharing across noon’s broader engineering organization.Partner with noon stakeholders across operations, logistics, and marketplace teams to ensure customer experience technology delivers measurable business value.What you'll need:10+ years of experience in software engineering, with at least 5 years in a leadership role directly relevant to customer experience technology, support platforms, or a similar domain.Proven track record of leading cross-functional technical teams across frontend, backend, product management, and program management.Deep experience designing and operating large-scale backend systems, APIs, and distributed services in a cloud environment (AWS, GCP, or Azure).Strong understanding of modern frontend technologies and customer-facing UI/UX best practices.Experience building or overseeing ticketing systems, CRM integrations, or customer support platforms.Experience with chatbot development, conversational AI, LLMs, or NLP systems is highly valued.Strong engineering fundamentals including CI/CD, automated testing, monitoring, and data-driven decision-making.EducationBachelor’s degree in Computer Science, Engineering, or a related technical field.Master’s degree or MBA is a plus but not required.Who will excel?We’re looking for people with high standards, who understand that hard work matters.You need to be relentlessly resourceful and operate with a deep bias for action.We need people with the courage to be fiercely original.noon is not for everyone; readiness to adapt, pivot, and learn is essential.