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.

Location: This is a hybrid role, with 2–3 days per week based in our state-of-the-art Galway City office, giving you the opportunity to collaborate closely with the team while maintaining flexibility.

The Genesys Digital & AI group builds technology that powers customer experiences for thousands of organisations around the world.

Our team is solving an important problem: helping Genesys Cloud understand why a customer is getting in touch and whether their need was ultimately met. We build the backend services, APIs and events that turn customer intent and outcomes into intelligence that can be used across virtual agents, agentic orchestration, human agents and analytics.

As an Engineering Manager, you will lead a talented team of backend engineers designing, building and operating these services at scale. You will combine people leadership with strong technical judgement and delivery ownership — growing engineers, helping shape technical direction and working closely with Product, Architecture, SRE and engineering teams across Genesys Cloud.

This is an opportunity to lead a team working at the intersection of distributed systems, cloud engineering, data and AI, building services that influence how customer experiences are understood and orchestrated across the Genesys Cloud platform.

What You Will Do

Lead and grow the team: Lead, hire and retain a high-performing team of software engineers. Set clear goals and priorities, create an environment where engineers can do their best work, and help the team deliver reliably in a continuous-deployment environment.
Develop people: Hold regular one-to-ones, provide direct and timely feedback, and support fair and meaningful performance conversations. Build development plans with your engineers and coach them toward greater technical leadership, impact and ownership.
Own engineering delivery: Turn product priorities into clear, sequenced engineering plans. Track progress, identify risk early and work with Product and Engineering partners to make thoughtful trade-offs across scope, quality and timelines.
Manage cross-team dependencies: Work across Genesys to align priorities, dependencies and delivery plans. Remove blockers, surface risks early and keep stakeholders informed about progress, trade-offs and decisions.
Shape technical direction: Partner with senior engineers and architects on system design, API contracts, data models and event-driven architecture. Help ensure solutions are scalable, secure, maintainable and aligned with the broader Genesys Cloud platform.
Drive operational excellence: Own the production health of the team's services, including observability, on-call practices, incident response and root-cause follow-through. Establish meaningful SLOs and make reliability and supportability part of how the team designs and ships software.
Raise engineering standards: Champion strong practices across code review, automated testing, observability, security and continuous delivery. Encourage thoughtful use of AI-assisted development tools where they can improve engineering effectiveness without compromising quality.

What We're Looking For

Engineering leadership: Proven experience managing software engineers who build and operate production services, including hiring, performance management, coaching and career development.
Strong software engineering foundations: A background in backend software engineering and the technical credibility to engage deeply with senior engineers on architecture and design. Experience with Java or another JVM language is valuable, but we are most interested in your ability to reason about complex backend systems.
Distributed systems: Strong understanding of APIs, data modelling, event-driven architectures, scalability, consistency, reliability and failure handling.
Cloud and platform engineering: Experience working with cloud technologies such as AWS and with modern engineering practices including infrastructure as code and CI/CD. Experience with technologies such as Kafka, DynamoDB, SQS or Lambda is beneficial.
Production ownership: Experience building and operating multi-tenant SaaS or other large-scale production services, including monitoring, incident management, reliability and capacity planning.
Delivery leadership: A track record of turning ambiguous problems into clear engineering plans and delivering complex initiatives while making thoughtful trade-offs as priorities or constraints change.
Communication and influence: The ability to make complex technical topics understandable and build alignment with engineers, product managers, architects and senior leaders across teams you do not directly manage.
Collaborative leadership: You create an environment where people can raise problems early, challenge ideas constructively and work effectively across teams, locations and time zones.

A degree in Computer Science, Engineering or a related field can be helpful, but equivalent practical experience is equally valued.

Desirable Experience

You do not need to bring all of the following, but experience in one or more of these areas would be valuable:

Technical strategy: Contributing to engineering strategy and roadmaps, balancing product and engineering investment, or leading teams through significant architectural evolution.
AI and machine learning products: Delivering products or services that use LLMs, embeddings, classification models or related AI technologies, including areas such as evaluation, guardrails, reliability and cost management.
Contact centre and customer experience technology: Experience with contact-centre, CRM, customer-journey or similar platforms, particularly where intent, routing or outcome data plays an important role.
Regulated environments: Building services that operate within requirements such as GDPR, SOC 2 or FedRAMP, including data privacy, security reviews or regional deployment considerations.

Our Benefits:

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity

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

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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, visit www.genesys.ai.

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 and veteran status, and other protected characteristics.

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

Manager, Software Development

Benefits

Job Description