Engineering Manager - Contact Center Technology (Genesys Cloud)

Our client is seeking an Engineering Manager to lead a team of developers supporting a large-scale, enterprise contact center platform (~3,000 users across 40+ centers).

This is a people-first leadership role focused on driving delivery, removing blockers, and ensuring team success in a fast-paced Agile environment. While the team supports Genesys Cloud CX and API-driven integrations, this role is not hands-on, coding-focused; instead, it requires a leader who can guide technical direction, align priorities, and keep delivery on track.

They are looking for a strong team leader who can step in quickly, stabilize delivery, and act as a key partner in a high-visibility environment., * Lead, mentor, and manage a team of 5-6 developers supporting contact center and API-driven solutions

• Drive Agile delivery execution (sprint planning, standups, prioritization, accountability)
• Act as the primary point of escalation to remove blockers and ensure team productivity
• Partner closely with Product Owners, Scrum Masters, and stakeholders to align on priorities and delivery timelines
• Provide technical oversight and guidance (without being hands-on day-to-day)
• Ensure work is properly scoped, estimated, and aligned to team capacity
• Establish accountability around delivery commitments, timelines, and quality
• Identify gaps in team structure, skillsets, or processes and implement improvements
• Foster a collaborative, high-performing team environment with a focus on ownership and continuous improvement
• Support initiatives across contact center platforms (Genesys Cloud, IVR, call routing) and API/integration workstreams

• 5+ years of experience in software development, with at least 2+ years leading engineering teams
• Proven experience managing teams of 5+ developers in an Agile environment
• Strong leadership skills with the ability to coach, mentor, and drive accountability
• Experience leading delivery for API, integration, or backend development teams
• Solid understanding of SDLC, Agile methodologies, and modern development practices
• Exposure to contact center technologies (Genesys, NICE, Five9, IVR, call routing, etc.)
• Ability to operate in a fast-paced environment and step in quickly to stabilize and lead a team

Desired skills:

• Certification(s) in Genesys Cloud CX or related IVA/Contact Center technologies
• Genesys Cloud CX certifications (Architect, Developer, or related)
• Experience with Genesys Cloud CX (IVR, routing, or platform exposure)
• Background in contact center platforms or customer experience (CX) technologies
• Familiarity with API architecture, integrations, and cloud-based systems
• Experience in banking, financial services, or large enterprise environments
• Exposure to CI/CD, DevOps, or modern engineering tools

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: * Access to hundreds of clients, most of whom have been working with Genesis10 for 5-20+ years. * The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years. * Access to an experienced, caring recruiting team (more than 7 years of experience, on average) * Behavioral Health Platform * Medical, Dental, Vision * Health Savings Account * Voluntary Hospital Indemnity (Critical Illness & Accident), For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website www.genesis10.com.