Engineering Manager, Genesys Cloud & CCaaS Platform

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

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.