Senior Manager, Development (CRM)

Key Responsibilities

• Lead and scale multiple agile engineering teams delivering high-impact CRM integration capabilities across the Genesys Cloud platform
• Own end-to-end delivery across integration domains, ensuring alignment on priorities, dependencies, and execution outcomes across teams
• Drive technical strategy for CRM integrations, enabling scalable, reliable, and secure solutions across Salesforce, ServiceNow, Zendesk, and partner ecosystems
• Influence architectural decisions across teams, balancing short-term delivery with long-term platform evolution and performance
• Partner with Product Management and senior stakeholders to translate business priorities into execution plans that deliver measurable customer and platform impact
• Build and evolve modern integration architectures using REST APIs, cloud-native services, and web-based UI frameworks
• Strengthen engineering excellence by driving best practices in code quality, testing, CI/CD, and operational reliability
• Develop and mentor managers and engineers, fostering accountability, growth, and a culture of collaboration and continuous improvement
• Identify and resolve delivery risks early, ensuring predictable execution across complex, multi-team initiatives
• Collaborate with internal architects and external partners to design and deliver strategic integrations that expand platform capabilities and ecosystem value

Required Qualifications

• Proven experience leading and developing high-performing software engineering teams in cloud or SaaS environments
• Strong technical background in system design, scalability, performance, and reliability
• Experience working with CRM platforms or customer engagement systems
• Familiarity with CRM integration interfaces such as OpenCTI, Lightning, APEX, or OpenFrame
• Experience with modern JavaScript or TypeScript frameworks such as Vue or Svelte
• Demonstrated ability to define and execute technical strategy aligned with business objectives
• Strong cross-functional collaboration skills with product, design, and engineering stakeholders
• Track record of delivering complex, multi-team technical initiatives with high quality and predictability

Preferred Qualifications

• Experience with large-scale cloud platforms such as AWS, Azure, or GCP
• Familiarity with contact center or customer experience technologies
• Experience with serverless architectures, including AWS Lambda, and frameworks such as NestJS
• Background in API and microservices architecture design and integration
• Experience leading distributed or globally diverse engineering teams
• Strong data-driven mindset with experience using metrics to guide engineering improvements