Senior Manager, Platform Engineering (Genesys Cloud)

Genesys empowers organizations 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.

Requirements

• 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.

Benefits

• Comprehensive benefits package
• Flexible work arrangements
• Opportunities for professional growth and development
• Collaborative and dynamic work environment