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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
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Lead, mentor, and manage a team of 5 developers delivering Genesys Cloud CX solutions.
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Oversee design, development, and support of contact center applications, including call flows, bot flows, and IBA flows.
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Ensure high-quality, scalable solutions aligned to business and customer experience goals.
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Collaborate with product managers, BSAs, and stakeholders to translate requirements into technical solutions.
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Drive Agile delivery, including sprint planning, backlog oversight, and team execution.
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Provide hands-on guidance in troubleshooting, performance optimization, and system enhancements.
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Ensure proper governance, documentation, and adherence to best practices.
Qualifications
Required:
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5+ years of experience in application development or engineering roles
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2+ years of experience leading or managing development teams
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Strong hands-on experience with Genesys Cloud CX
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Solid understanding of IBA flows, call flows, and bot automation
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Experience working in Agile environments
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Strong leadership, communication, and stakeholder management skills
Preferred:
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Experience in banking or regulated industries
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Knowledge of contact center operations, KPIs, and CX optimization
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Familiarity with integrations, APIs, and cloud-based architectures