Application Manager – Genesys Cloud CX

Overview

We are seeking an Application Manager to lead a team of 5 software developers supporting a Genesys Cloud CX environment. This role combines technical leadership, people management, and hands-on expertise in Genesys architecture—including a strong understanding of IBA (Intelligent Bot/Automation) flows—to deliver scalable, high-quality contact center solutions.

Key Responsibilities

• Lead, mentor, and manage a team of 5 developers delivering Genesys Cloud CX solutions.
• Oversee design, development, and support of contact center applications, including call flows, bot flows, and IBA flows.
• Ensure high-quality, scalable solutions aligned to business and customer experience goals.
• Collaborate with product managers, BSAs, and stakeholders to translate requirements into technical solutions.
• Drive Agile delivery, including sprint planning, backlog oversight, and team execution.
• Provide hands-on guidance in troubleshooting, performance optimization, and system enhancements.
• Ensure proper governance, documentation, and adherence to best practices.
  
  
  

Qualifications

Required:

• 5 years of experience in application development or engineering roles
• 2 years of experience leading or managing development teams
• Strong hands-on experience with Genesys Cloud CX
• Solid understanding of IBA flows, call flows, and bot automation
• Experience working in Agile environments
• Strong leadership, communication, and stakeholder management skills
  
  
  

Preferred:

• Experience in banking or regulated industries
• Knowledge of contact center operations, KPIs, and CX optimization
• Familiarity with integrations, APIs, and cloud-based architectures