Engineering Manager - Genesys Cloud

Solutions Engineering Manager

You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniquenessand we're committed to fostering a strong sense of belonging in a respectful workplace.

We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community.

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

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

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.