Senior Manager, Development (CRM)

Genesys•Virtual Office (Indiana), IN

15h•$182,800 - $321,400•Hybrid

About The Position

This role shapes how enterprises deliver seamless, personalized customer experiences at global scale by leading the evolution of CRM integrations within the Genesys Cloud platform. You will own the strategy and execution behind deeply integrated solutions across leading CRM systems, telephony providers, and cloud ecosystems, directly influencing customer engagement outcomes and platform adoption. At Genesys, we are redefining how organizations connect with customers through empathy, innovation, and AI-driven experiences, and this role sits at the center of that mission. You will operate with high visibility, partnering across engineering, product, and business leadership to align platform capabilities with strategic growth objectives. This is an opportunity to drive platform-level impact, scale high-performing teams, and shape the future of customer experience technology while expanding your leadership influence across a global organization.

Requirements

Proven experience leading and developing high-performing software engineering teams in cloud or SaaS environments
Strong technical background in system design, scalability, performance, and reliability
Experience working with CRM platforms or customer engagement systems
Familiarity with CRM integration interfaces such as OpenCTI, Lightning, APEX, or OpenFrame
Experience with modern JavaScript or TypeScript frameworks such as Vue or Svelte
Demonstrated ability to define and execute technical strategy aligned with business objectives
Strong cross-functional collaboration skills with product, design, and engineering stakeholders
Track record of delivering complex, multi-team technical initiatives with high quality and predictability

Nice To Haves

Experience with large-scale cloud platforms such as AWS, Azure, or GCP
Familiarity with contact center or customer experience technologies
Experience with serverless architectures, including AWS Lambda, and frameworks such as NestJS
Background in API and microservices architecture design and integration
Experience leading distributed or globally diverse engineering teams
Strong data-driven mindset with experience using metrics to guide engineering improvements

Responsibilities

Lead and scale multiple agile engineering teams delivering high-impact CRM integration capabilities across the Genesys Cloud platform
Own end-to-end delivery across integration domains, ensuring alignment on priorities, dependencies, and execution outcomes across teams
Drive technical strategy for CRM integrations, enabling scalable, reliable, and secure solutions across Salesforce, ServiceNow, Zendesk, and partner ecosystems
Influence architectural decisions across teams, balancing short-term delivery with long-term platform evolution and performance
Partner with Product Management and senior stakeholders to translate business priorities into execution plans that deliver measurable customer and platform impact
Build and evolve modern integration architectures using REST APIs, cloud-native services, and web-based UI frameworks
Strengthen engineering excellence by driving best practices in code quality, testing, CI/CD, and operational reliability
Develop and mentor managers and engineers, fostering accountability, growth, and a culture of collaboration and continuous improvement
Identify and resolve delivery risks early, ensuring predictable execution across complex, multi-team initiatives
Collaborate with internal architects and external partners to design and deliver strategic integrations that expand platform capabilities and ecosystem value