Engineering Manager - Genesys Cloud
Core
Lead the engineering, delivery, and evolution of Capital Group's Contact Center technology platform built on Genesys Cloud and AWS.
Role type
Solutions Engineering Manager (Contact Center Platform)
Builds
Contact Center technology platform, customer experience solutions, and integrations on Genesys Cloud and AWS
Domain
Financial Services / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | infrastructure
Required skills
Genesys Cloud CX expertise, AWS technologies, Contact Center technologies, platform modernization, enterprise integrations, AI-powered customer engagement (virtual agents, conversational bots, agent assist), team coaching and mentoring, stakeholder management, vendor relationship management
Preferred skills
CCaaS transformation initiatives, migrations from legacy/on-premises platforms, implementing AI capabilities (Genesys Copilot)
Technologies
Genesys Cloud, AWS
Responsibilities
Lead execution of Contact Center initiatives, platform enhancements, and modernization; Establish engineering practices and delivery controls; Provide technical leadership in solution design; Develop engineering talent through coaching and mentoring; Manage strategic vendor relationships; Drive continuous improvement through automation
Seniority
Senior, hands-on IC with management responsibilities
