Engineering Manager - Genesys Cloud

“I can succeed as a Solutions Engineering Manager at Capital Group.” 

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.

Key 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

 “I am the person Capital Group is looking for.” 

• You have a bachelor’s degree in computer science, engineering, information systems, or a related technical discipline
• You have at least 10 years of software engineering, platform engineering, or technology delivery experience, including significant experience with Contact Center technologies
• You possess deep expertise in Genesys Cloud CX, AWS technologies, and CCaaS transformation initiatives, including migrations from legacy and on-premises platforms 
• Your proven track record of translating business objectives into technical strategies, roadmaps, and measurable outcomes
• You’ve successfully led complex technology programs, platform modernization initiatives, and enterprise integrations with strong execution and delivery discipline
• You have experience building, coaching, and mentoring engineering teams while fostering accountability, collaboration, and continuous improvement
• You are an effective relationship builder who can influence stakeholders, partner across technology organizations, and collaborate successfully with vendors and external partners
• You have experience implementing AI-powered customer engagement capabilities, including virtual agents, conversational bots, agent assist solutions, and Genesys Copilot