Job DescriptionWe are seeking a
Senior Vice President, Senior Engineer to join our
Enterprise Contact Center Engineering team. This is a highly hands-on individual contributor role for a senior technologist who combines deep engineering expertise, strong architectural judgment, and a passion for applying AI to drive operational transformation.
Role Overview
In this role, you will help advance the modernization of our enterprise contact center technology environment by designing, building, and implementing AI-enabled solutions that improve automation, efficiency, data analytics, and engineering productivity. You will partner closely with platform engineers, system administrators, and cross-functional stakeholders to identify practical opportunities to introduce modern software engineering and AI capabilities across the platform.
This opportunity is well suited for an experienced engineer who enjoys solving complex enterprise challenges, working across infrastructure and application layers, and delivering scalable solutions from concept through production. The ideal candidate is a strong builder with the ability to evaluate emerging technologies, define sound architecture, and remain deeply involved in hands-on development.
Key Responsibilities
- Design, develop, test, and deploy AI-enabled applications, tools, and automation solutions that support the Enterprise Contact Center Engineering platform
- Partner with engineering, infrastructure, and system administration teams to enhance operational capabilities through software development and AI-driven innovation
- Identify opportunities to reduce manual effort, streamline workflows, and improve operational efficiency through scalable automation
- Build capabilities that enhance resiliency, observability, service quality, and engineering productivity
- Develop data and analytics solutions that transform operational and service information into meaningful, actionable insights
- Define and implement scalable, secure, and maintainable architecture patterns aligned with enterprise standards
- Evaluate emerging AI technologies and apply them in practical ways that improve engineering workflows and customer experience support functions
- Drive adoption of AI development practices across the platform through reusable patterns, enablement, and hands-on delivery
- Integrate solutions across APIs, enterprise platforms, data environments, cloud services, and engineering toolchains
- Serve as a senior technical individual contributor, independently leading solution design and direct implementation
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related discipline, or equivalent practical experience
- 12+ years of overall technology experience, including substantial experience in software engineering, platform engineering, or enterprise application development
- 8+ years of hands-on experience designing, building, and delivering scalable production-grade solutions
- 5+ years of experience operating at a senior technical level with architecture, design, and enterprise integration responsibilities
- Strong proficiency in one or more modern programming languages such as Python, JavaScript, and/or TypeScript
- Demonstrated experience building automation, analytics, or AI-enabled solutions in complex enterprise environments
- Experience working in AI-assisted development environments using tools such as Devin, Claude Code, and Codex
- Strong understanding of system integration, APIs, distributed application design, and enterprise software development practices
- Solid architectural foundation with the ability to design solutions that are secure, scalable, resilient, and supportable
- Experience with modern software development lifecycle practices, including version control, testing, CI/CD, release management, and production support
- Strong collaboration, communication, and problem-solving skills, with the ability to work effectively across technical disciplines
Preferred Qualifications
- Experience in enterprise contact center engineering, customer experience technology, or similarly complex operational platforms
- Familiarity with Genesys Cloud and its role within modern contact center ecosystems
- Experience evaluating or applying AI capabilities within customer experience or service operations environments, including familiarity with Gemini for CX and Sierra.ai
- Experience building or integrating AI/LLM-enabled solutions such as intelligent assistants, workflow orchestration, summarization, retrieval-based experiences, or operational analytics
- Understanding of enterprise requirements related to security, governance, reliability, and operationalization of AI solutions
- Experience helping drive adoption of engineering best practices, reusable frameworks, and modern development patterns across teams
Ideal Candidate Profile
The ideal candidate is a highly capable, hands-on engineer who brings both technical depth and platform-level perspective. This individual is comfortable designing end-to-end solutions while remaining directly involved in implementation. They bring an automation-first mindset, a strong architectural foundation, and a practical approach to applying AI in ways that deliver measurable value.
They will also bring:
- Experience working in or alongside enterprise contact center environments
- Familiarity with Genesys Cloud and related customer experience technologies
- An understanding of emerging AI capabilities and how tools such as Gemini for CX and Sierra.ai may be applied to improve workflows, analytics, and service outcomes
- The ability to partner effectively with system administrators, engineers, and platform stakeholders to modernize operations
- A passion for enabling AI development adoption through hands-on delivery, reusable solutions, and sound engineering practices
Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.
Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, the employee will be in an "at will" position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
