Senior Manager, Platform Engineering – Genesys Cloud

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November 21

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Genesys

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Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

📋 Description

• Build and run Genesys’ internal Contact Center as a Service (CCaaS) platform on Genesys Cloud • Design, code, and deploy new flows, automations, and AI integrations • Lead and mentor a small team of developers and a product owner • Deliver scalable, high-quality releases that enhance automation and AI-driven service experiences at Genesys • Lead the design, development, and delivery of Genesys Cloud Architect flows, Dialog Engine Bot Flows, and other related products • Build and maintain integrations with ServiceNow to enable seamless automation • Implement AI capabilities such as Agent Assist and predictive routing guardrails • Write production-quality code and lead technical reviews • Partner with the product owner to manage backlog prioritization and release planning • Ensure platform reliability and quality through automated testing and health checks

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

🏖️ Benefits

• larger tech companies benefits and perks • independence to make a larger impact