We are seeking an experienced Engineering Manager to lead the engineering team responsible for our enterprise-scale Contact Center Platform. This platform is central to delivering exceptional customer and agent experiences across our global operations. The role focuses heavily on the Genesys Engage ecosystem, with increasing involvement in Genesys Cloud CX as part of our modernization efforts. These platforms provide an extensive set of APIs that serve numerous customer-and agent-customized tools. This is a key leadership role responsible for ensuring the reliability, scalability, and continuous improvement of critical routing, reporting, and stat/metric engine infrastructure in a complex, multi-region, highly available environment.
Description
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In this role, you will lead and mentor a team of engineers responsible for supporting and enhancing our contact center platform. You will own the delivery and operational excellence of platform components, including call routing and IVR logic, real-time and interval reporting, statistics servers and metric pipelines, and agent desktop integrations (e.g., Workspace, CRM adapters). Partnerships include but are not limited to: Support, Product, Infrastructure, Workforce Management, Retail, Internal Contact Center, and customer-facing Support teams to prioritize roadmap initiatives aligned with business outcomes. Responsibilities: - Provide hands-on guidance and architectural oversight, particularly related to Genesys Engage and Cloud CX hybrid deployments and ongoing support. - Manage platform upgrades, vendor integrations, performance tuning, and system observability. - Ensure platform resilience, scalability, and compliance across global operations. - Support planning and execution of cloud migration strategies where applicable.
Minimum Qualifications
- 7+ years of experience in enterprise software or platform engineering, with 3+ years in a formal management or technical leadership role.
- Deep expertise in Genesys Engage, or similar CC platform, including routing strategies, SIP infrastructure, CTI integrations, and stat server configuration.
- Demonstrated experience supporting a global contact center operation with complex routing, workforce strategies, and metric/reporting systems.
- Strong technical foundation in distributed systems, real-time communications, and cloud architecture (preferably AWS). Proven ability to collaborate cross-functionally and lead through ambiguity and change.
- Comfortable working in enterprise environments with high security, compliance, and availability requirements.
- Demonstrated experience in software development in Contact Center Cloud Native architecture
- Strong expertise in capacity planning, reliability engineering for high availability contact center platforms.
- Demonstrated experience with deploying AI to enhance efficiencies in support or contact center
Preferred Qualifications
- Working knowledge of Genesys Cloud CX-particularly in the context of hybrid or transitional deployments
- Experience leading or supporting a transition from on-prem (Engage) to cloud-based contact center solutions.
- Familiarity with omnichannel orchestration, AI/ML-driven agent assist tools, or WFM platforms.
- Exposure to enterprise analytics/BI systems used for contact center performance and KPIs.
- Experience with software development and integration with SaaS provider
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.
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