Senior Manager, Development (CRM)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview:

The Senior Manager, Development (CRM) leads a team of engineers responsible for building, enhancing, and maintaining CRM capabilities within the Genesys Cloud platform. This role partners closely with product, design, and business stakeholders to deliver scalable, reliable, and secure customer engagement solutions. The Senior Manager drives technical strategy, ensures high-quality delivery, and fosters an inclusive, collaborative engineering culture. This leader also aligns CRM initiatives with broader platform architecture and business goals.

The Genesys Cloud CRM integration platform powers integrations with Salesforce, ServiceNow, Zendesk, Chrome, and our embedded framework. As Senior Manager, CRM Integrations, you will lead teams responsible for building and scaling deep integrations with telephony providers, customer relationship management platforms, and the AWS ecosystem.

This role requires strong leadership capability, technical depth, and the ability to operate effectively across product, engineering, and partner-facing work. You should have a solid understanding of modern web UI frameworks and REST API-based architectures, along with a track record of leading teams through complex technical and operational challenges.

Location: Remote within US (not limited to the states that the job is tagged to)

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 a