Senior Manager, Platform Engineering (Genesys Cloud)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

This is a hands-on engineering leadership role responsible for building and running Genesys’ internal Contact Center as a Service (CCaaS) platform on Genesys Cloud, supporting multiple internal teams across the company. You’ll spend your time designing, coding, and deploying new flows, automations, and AI integrations, while leading and mentoring a small team of developers and a product owner to deliver scalable, high-quality releases that enhance automation and AI-driven service experiences at Genesys. This role offers a unique opportunity to shape how Genesys uses its own technology to power intelligent, self-service experiences globally.

• Lead small team of engineers and product owner in delivering CX to internal Genesys teams.

• Lead the design, development, and delivery of Genesys Cloud Architect flows, Dialog Engine Bot Flows, Knowledge Workbench bundles, routing logic, workflows, and Data Actions.

• Build and maintain integrations with ServiceNow to enable seamless automation across internal service processes.

• Implement AI capabilities such as Agent Assist, summarization, topic/sentiment analytics, predictive routing guardrails, and knowledge surfacing.

• Charter, build, and maintain CI/CD pipelines and CX-as-Code patterns for conversational and workflow assets (Git-based promotion, automated validation, rollback).

• Write production-quality code and lead technical reviews, coaching developers on secure, scalable, and maintainable solutions.

• Partner with the product owner to manage backlog prioritization and release planning based on business priorities.

• Ensure platform reliability and quality through automated testing, health checks, and monitoring of Genesys Cloud deployments.

• Collaborate with AIOps, Reliability, and Experience teams to integrate telemetry and self-healing triggers for predictive operations.

• Maintain documentation, coding standards, and deployment playbooks for sustainable platform operations.

• 8+ years of experience designing and implementing Contact Center as a Service (CCaaS) solutions in cloud environments.

• 5+ years of experience in a hands-on leadership role within a high-availability cloud environment.

• Demonstrated expertise in AI-driven contact center capabilities, including natural language understanding, topic/sentiment analytics, summarization, and predictive routing.

• Strong understanding of ServiceNow or equivalent enterprise workflow platforms for request, incident, and approval automation.

• Proficiency with CI/CD pipelines, Git-based source control, and automation deployment tools.

• Experience developing and supporting integrations using REST APIs, JSON, and OAuth authentication.

• Ability to write clean, reusable code or scripts (any modern language such as Python, Node.js, or TypeScript).

• Practical understanding of AWS concepts (Lambda, EventBridge, Secrets Manager) for integration or eventing use cases.

• Excellent leadership and mentoring skills with the ability to guide a small team while remaining deeply technical.

• Strong collaboration skills across engineering, product, and operations teams; effective written and verbal communication.

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline (or equivalent experience).

• Familiarity with observability or AIOps tools for monitoring conversation health and automation success.

• Background integrating ServiceNow and Genesys Cloud for enterprise self-service workflows.

• Exposure to agile delivery methodologies and DevOps culture.

• Proven, hands-on development experience with Genesys Cloud components (Architect, Dialog Engine Bot Flows, Knowledge Workbench, Workflows, Data Actions).

#LI-AR2 #LI-Hybrid

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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