Engineering Manager - Genesys Cloud

Capital Group; San Antonio (TX); On-site; USD 147,000 - 236,000; Full time

Benefits offered by this job

Time-away and health benefits from day

2-for-1 matching gifts

Professional development resources

Job summary

Capital Group is seeking a Solutions Engineering Manager to lead the engineering and modernization of its Contact Center platform. You will manage a team of engineers supporting customer experience solutions built on Genesys Cloud and AWS, delivering strategic initiatives and platform enhancements.

Collaborate with Product Management, Architecture, Security, and Vendors to translate business outcomes into reliable technical solutions, while coaching and developing high-performing teams.

Qualifications

• Bachelor's degree in computer science, engineering, information systems, or a related technical discipline.
• At least 10 years of software engineering or technology delivery experience with contact center technologies.
• Deep expertise in Genesys Cloud CX, AWS technologies, and CCaaS transformation initiatives.
• Proven ability to translate business objectives into technical strategies, roadmaps and measurable outcomes.
• Experience leading complex technology programs, platform modernization and enterprise integrations.
• Experience building, coaching and mentoring engineering teams with accountability and collaboration.
• Strong relationship-building to influence stakeholders across technology and vendors.
• Experience implementing AI-powered customer engagement capabilities including virtual agents and Genesys Copilot.

Responsibilities

• Lead the execution and delivery of Contact Center initiatives, platform enhancements, integrations, and modernization efforts.
• Establish engineering practices, quality standards, and delivery controls that promote reliability and scalability.
• Provide technical leadership across solution design in partnership with Product Management, Enterprise Architecture, and business stakeholders.
• Develop engineering talent through coaching, mentoring, performance management, and career development.
• Manage strategic vendor relationships and oversee delivery of third-party solutions and services.
• Drive continuous improvement through automation and modern engineering practices.

Skills

Genesys Cloud CX

AWS technologies

CCaaS transformation

Technical strategy

Program leadership

Coaching & mentoring

Stakeholder influence

AI-powered engagement

Education

Bachelor's degree in computer science, engineering, information systems, or related technical discipline

10+ years software engineering/technology delivery

Tools

Genesys Cloud CX

AWS technologies

Job description

\"I can be myself at work.\"

You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniqueness-and we're committed to fostering a strong sense of belonging in a respectful workplace.

We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community.

\"I can influence my income.\"

You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You'll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will factor in salary and variable pay, including bonuses.

\"I can lead a full life.\"

You bring unique goals and interests to your job and your life. Whether you're raising a family, you're passionate about where you volunteer, or you want to explore different career paths, we'll give you the resources that can set you up for success.

• Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options
• Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love
• Access on-demand professional development resources that allow you to hone existing skills and learn new ones

\"I can succeed as a Solutions Engineering Manager at Capital Group.\"

As a Solutions Engineering Manager, you will lead the engineering, delivery, and evolution of Capital Group's Contact Center technology platform. You will manage a team of engineers supporting customer experience solutions built on Genesys Cloud and AWS technologies, with accountability for strategic initiatives, platform enhancements, and modernization efforts.

You will partner with business stakeholders, Product Management, Enterprise Architecture, Security, Infrastructure, and vendors to translate business outcomes into reliable, scalable technical solutions. You will build a high-performing engineering team through coaching, mentoring, technical leadership, and clear delivery accountability.

Key Responsibilities:

• Lead the execution and delivery of Contact Center initiatives, platform enhancements, integrations, and modernization efforts
• Establish engineering practices, quality standards, and delivery controls that promote reliability, scalability, and operational readiness
• Provide technical leadership across solution design and implementation in partnership with Product Management, Enterprise Architecture, and business stakeholders
• Develop engineering talent through coaching, mentoring, performance management, and career development
• Manage strategic vendor relationships and oversee the delivery of third-party solutions and services
• Drive continuous improvement through automation, operational efficiency, and modern engineering practices

\"I am the person Capital Group is looking for.\"

• You have a bachelor's degree in computer science, engineering, information systems, or a related technical discipline
• You have at least 10 years of software engineering, platform engineering, or technology delivery experience, including significant experience with Contact Center technologies
• You possess deep expertise in Genesys Cloud CX, AWS technologies, and CCaaS transformation initiatives, including migrations from legacy and on-premises platforms
• Your proven track record of translating business objectives into technical strategies, roadmaps, and measurable outcomes
• You’ve successfully led complex technology programs, platform modernization initiatives, and enterprise integrations with strong execution and delivery discipline
• You have experience building, coaching, and mentoring engineering teams while fostering accountability, collaboration, and continuous improvement
• You are an effective relationship builder who can influence stakeholders, partner across technology organizations, and collaborate successfully with vendors and external partners
• You have experience implementing AI-powered customer engagement capabilities, including virtual agents, conversational bots, agent assist solutions, and Genesys Copilot

\"I can learn more about Capital Group.\"

At Capital Group, the success of the people who invest with us depends on the people in whom we invest. That's why we offer a culture, compensation and opportunities that empower our associates to build successful and prosperous careers. Through nine decades, our goal has been to improve people's lives through successful investing. We know that our history is a testament to the strength of the people we hire. More than 9,000 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Find us on LinkedIn, Instagram, YouTube and Glassdoor.

Southern California Base Salary Range: $179,273-$286,837San Antonio Base Salary Range: $147,378-$235,805Indianapolis Base Salary Range: $156,981-$251,170

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.