Engineering Manager - Genesys Cloud

We value your talents, traditions, and uniqueness—and we’re committed to fostering a strong sense of belonging in a respectful workplace. At Capital Group we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long‑Term Thinking, and Community.

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, Security, Infrastructure, business stakeholders, and vendors.
• 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.

Qualifications

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

Benefits

• Generous time‑away and health benefits from day one.
• Flexible work options.
• 2‑for‑1 matching gifts for charitable contributions and the opportunity to secure annual grants for organizations you love.
• On‑demand professional development resources to hone existing skills and learn new ones.
• Company‑funded retirement contribution (15 % of eligible earnings).
• Competitive salary, performance‑based bonuses, and profit‑sharing bonuses.
• Culture that celebrates diverse perspectives, encourages authentic self‑expression, and supports work‑life integration.

Pay

Base salary ranges (depending on location):

• Southern California: $179,273 – $286,837
• San Antonio: $147,378 – $235,805
• Indianapolis: $156,981 – $251,170

In addition to the base salary, you will be eligible for an individual annual performance bonus, Capital’s annual profitability bonus, and a retirement plan with a 15 % company contribution. Temporary positions in the United States are excluded from these compensation and benefit plans.