Engineering Manager - Genesys Cloud

Capital Group•San Antonio, TX

About The Position

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.

Requirements

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, including significant experience with Contact Center technologies
Deep expertise in Genesys Cloud CX, AWS technologies, and CCaaS transformation initiatives, including migrations from legacy and on-premises platforms
Proven track record of translating business objectives into technical strategies, roadmaps, and measurable outcomes
Successfully led complex technology programs, platform modernization initiatives, and enterprise integrations with strong execution and delivery discipline
Experience building, coaching, and mentoring engineering teams while fostering accountability, collaboration, and continuous improvement
Effective relationship builder who can influence stakeholders, partner across technology organizations, and collaborate successfully with vendors and external partners
Experience implementing AI-powered customer engagement capabilities, including virtual agents, conversational bots, agent assist solutions, 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, 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