Engineering Manager - Genesys Cloud

Description

You will lead engineering, delivery and evolution of the company's Contact Center technology platform, supporting customer experience solutions built on Genesys Cloud and AWS.

You will own strategic initiatives, platform enhancements and modernization work, and manage a team of engineers.

You will work with business stakeholders, Product Management, Enterprise Architecture, Security, Infrastructure and vendors to turn business goals into reliable, scalable technical solutions.

You will build a strong engineering team through coaching, mentoring, technical leadership and clear accountability for delivery.

The company has been investing for nine decades and has more than 9,000 associates across 30+ offices worldwide.

Responsibilities

• Lead delivery of Contact Center initiatives, platform enhancements, integrations and modernization work.
• Set engineering practices, quality standards and delivery controls that make systems reliable, scalable and ready to operate.
• Lead technical design and implementation with Product Management, Enterprise Architecture and business stakeholders.
• Grow engineers through coaching, mentoring, performance management and career planning.
• Manage key vendor relationships and oversee third-party solutions and services.
• Keep improving through automation, operational efficiency and modern engineering methods.

Requirements

• You hold a bachelor's degree in computer science, engineering, information systems or a related technical field.
• You have at least 10 years of experience in software engineering, platform engineering or technology delivery, including substantial work on Contact Center technology.
• You have deep knowledge of Genesys Cloud CX, AWS and CCaaS transformation, including migrations from legacy and on-premises platforms.
• You have a record of turning business objectives into technical strategies, roadmaps and measurable results.
• You have led complex technology programs, platform modernization and enterprise integrations with firm execution and delivery discipline.
• You have built, coached and mentored engineering teams and fostered accountability, collaboration and continuous improvement.
• You build relationships well, influence stakeholders, work across technology organizations and collaborate with vendors and external partners.
• You have implemented AI-powered customer engagement tools, such as virtual agents, conversational bots, agent assist and Genesys Copilot.

Conditions

Base salary ranges: Southern California $179,273-$286,837; San Antonio $147,378-$235,805; Indianapolis $156,981-$251,170.

Your pay is eligible for an individual annual performance bonus and the company's annual profitability bonus, subject to plan guidelines, restrictions and vesting requirements.

The company contributes 15% of your eligible earnings to a retirement plan, with contributions based on salary and variable pay including bonuses.

Performance is reviewed annually, and pay is designed to reward the value you provide.

Temporary positions in the United States are not covered by these compensation and benefit plans.

The company is an equal opportunity employer and prohibits unlawful discrimination in all employment decisions based on race, religion, color, national origin, ancestry, sex, gender identity, pregnancy, childbirth, age, disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, HIV status, political activity, military or veteran status, or being a victim of domestic violence, assault or stalking, or any other characteristic protected by law.

Benefits

• Generous time-away and health benefits from day one.
• Opportunity for flexible work options.
• Two-for-one matching gifts on your charitable contributions, plus the chance to apply for annual grants for organizations you care about.
• On-demand professional development resources to sharpen current skills and learn new ones.
• Resources to support your goals, whether you are raising a family, volunteering or changing career paths.