Senior Manager, Development (CRM)

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

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 as NestJS

• Background in API and microservices architecture design and integration

• Experience leading distributed or globally diverse engineering teams

• Strong data-driven mindset with experience using metrics to guide engineering improvements

What Makes This Role Exciting:

This role offers the opportunity to make a meaningful impact by shaping CRM capabilities within the Genesys Cloud platform, supporting customer experiences at global scale. You'll work with modern, cloud-native technologies to build innovative solutions that directly influence how organizations connect with their customers. As a Senior Manager, you'll play a key role in driving technical direction while empowering a high-performing engineering team. This is a chance to lead impactful work while staying close to cutting-edge technology.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale- Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+new AI features were released in the last fiscal year.
• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.