Application Manager – Genesys Cloud CX

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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

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