Solutions Engineering Manager - Lead CCaaS & Cloud Platform

Capital Group; Irvine (CA); On-site; USD 179,000 - 287,000; Full time

Benefits offered by this job

Generous time-off

Flexible work options

2-for-1 charitable gifts

Annual grants

Professional development resources

Job summary

Capital Group is seeking a Solutions Engineering Manager to lead the engineering, delivery, and modernization of the Contact Center platform built on Genesys Cloud and AWS. You will manage a team of engineers, collaborate with business stakeholders, Product Management, Enterprise Architecture, Security, and vendors to translate outcomes into reliable technical solutions and drive modernization efforts.

You will coach, mentor, and develop the team, manage vendor relationships, and push for

Qualifications

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

Responsibilities

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

Education

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

Tools

Genesys Cloud CX

AWS

Job description

Capital Group is seeking a Solutions Engineering Manager to lead the engineering, delivery, and modernization of the Contact Center platform built on Genesys Cloud and AWS. You will manage a team of engineers, collaborate with business stakeholders, Product Management, Enterprise Architecture, Security, and vendors to translate outcomes into reliable technical solutions and drive modernization efforts.

You will coach, mentor, and develop the team, manage vendor relationships, and push for