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.

Job Summary At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. As an Engineering Operations Manager, you will be the bridge between strategy and execution, ensuring seamless delivery of engineering programs and initiatives. You will partner across engineering, product, and quality assurance teams to streamline processes, improve workflows, and maintain alignment with roadmap milestones. This role is a unique opportunity to drive efficiency, strengthen collaboration, and help shape how a global software leader delivers innovative solutions to customers. Joining Genesys means becoming part of a global team that is redefining how companies engage with their customers.

Responsibilities

• Manage planning and coordination of engineering programs, ensuring alignment with roadmap milestones and day-to-day delivery needs
• Monitor progress, identify risks early, and ensure consistent communication with engineering and product stakeholders
• Triage issues, remove roadblocks, and connect cross-functional teams to maintain delivery momentum
• Develop and maintain reports and dashboards to track delivery metrics, organizational efficiency, and team health
• Identify inefficiencies in engineering and product workflows, and implement practical, scalable improvements
• Partner with engineering managers, product leads, and quality assurance teams to align on priorities and drive consistency across groups
• Collaborate across engineering, quality assurance, and product functions to strengthen best practices and organizational effectiveness

Qualifications

• Strong organizational skills with proven ability to manage multiple workstreams and establish repeatable processes at scale
• Excellent communication and interpersonal skills, with experience influencing and building trust across engineering, product, and leadership stakeholders
• Demonstrated ability to translate technical complexity into clear, actionable plans for diverse audiences
• Proven success navigating ambiguity, aligning cross-functional teams, and maintaining focus on business outcomes
• Proficiency in data analysis, dashboards, and reporting tools
• Experience with platforms such as Jira, Tableau, Bitbucket, or Jellyfish
• Familiarity with generative AI tools (e.g., ChatGPT, custom GPTs) to accelerate tasks like summarizing meetings, writing reports, or automating workflows

Preferred Qualifications

• Experience using engineering-focused generative AI tools such as Amazon Q
• Background in software engineering or operations within a SaaS environment
• Knowledge of Agile practices and scaled delivery frameworks

What Makes This Role Exciting You will join a collaborative, fast-moving team where curiosity, problem-solving, and a growth mindset are valued every day. This role gives you the opportunity to shape how teams operate and succeed at scale, while helping Genesys continue to innovate in customer experience technology. Whether you are streamlining workflows, driving alignment, or enabling engineers to focus on building, you will play a key role in helping others succeed.

If a Genesys employee referred you, please use the link they sent you to apply.

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, visit www.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.

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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.