Senior Manager, Platform Engineering (Genesys Cloud)

Genesys empowers organizations to improve customer experiences by creating the best experiences for their customers and employees. 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.

Requirements

• 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).

Benefits

• Health insurance
• 401k matching
• Generous Paid Time Off
• Relocation Assistance