Application Manager - Genesys Cloud CX

• 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.

• 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