Senior Manager, Platform Engineering (Genesys Cloud)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Senior Manager IT Platform Development (Genesys Cloud) - India

Summary

This is a hands-on engineering leadership role responsible for building and running Genesys internal Contact Center as a Service (CCaaS) platform on Genesys Cloud supporting multiple internal teams across the company. Youll spend your time designing coding and deploying new flows automations and AI integrations while leading and mentoring a small team of developers and a product owner to deliver scalable high-quality releases that enhance automation and AI-driven service experiences at Genesys. This role offers a unique opportunity to shape how Genesys uses its own technology to power intelligent self-service experiences globally.

Key Responsibilities

• Lead small team of engineers and product owner in delivering CX to internal Genesys teams.

• Lead the design development and delivery of Genesys Cloud Architect flows Dialog Engine Bot Flows Knowledge Workbench bundles routing logic workflows and Data Actions.

• Build and maintain integrations with ServiceNow to enable seamless automation across internal service processes.

• Implement AI capabilities such as Agent Assist summarization topic/sentiment analytics predictive routing guardrails and knowledge surfacing.

• Charter build and maintain CI/CD pipelines and CX-as-Code patterns for conversational and workflow assets (Git-based promotion automated validation rollback).

• Write production-quality code and lead technical reviews coaching developers on secure scalable and maintainable solutions.

• Partner with the product owner to manage backlog prioritization and release planning based on business priorities.

• Ensure platform reliability and quality through automated testing health checks and monitoring of Genesys Cloud deployments.

• Collaborate with AIOps Reliability and Experience teams to integrate telemetry and self-healing triggers for predictive operations.

• Maintain documentation coding standards and deployment playbooks for sustainable platform operations.

Minimum Requirements

• 8 years of experience designing and implementing Contact Center as a Service (CCaaS) solutions in cloud environments.

• 5 years of experience in a hands-on leadership role within a high-availability cloud environment.

• Demonstrated expertise in AI-driven contact center capabilities including natural language understanding topic/sentiment analytics summarization and predictive routing.

• Strong understanding of ServiceNow or equivalent enterprise workflow platforms for request incident and approval automation.

• Proficiency with CI/CD pipelines Git-based source control and automation deployment tools.

• Experience developing and supporting integrations using REST APIs JSON and OAuth authentication.

• Ability to write clean reusable code or scripts (any modern language such as Python or TypeScript).

• Practical understanding of AWS concepts (Lambda EventBridge Secrets Manager) for integration or eventing use cases.

• Excellent leadership and mentoring skills with the ability to guide a small team while remaining deeply technical.

• Strong collaboration skills across engineering product and operations teams; effective written and verbal communication.

• Bachelors degree in Computer Science Engineering or related technical discipline (or equivalent experience).

Desirable Skills

• Familiarity with observability or AIOps tools for monitoring conversation health and automation success.

• Background integrating ServiceNow and Genesys Cloud for enterprise self-service workflows.

• Exposure to agile delivery methodologies and DevOps culture.

• Proven hands-on development experience with Genesys Cloud components (Architect Dialog Engine Bot Flows Knowledge Workbench Workflows Data Actions).

#LI-AR2 #LI-Hybrid

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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