Capital Group
Capital Group
5,001 – 10,000 Employees
H1B Visa SponsorB2CFinanceFintech
Founded in 1931, Capital Group is a global investment management firm serving millions of investors. The company operates across multiple countries and provides investment solutions designed to support a wide range of client financial goals and needs.

Senior Engineering Manager, Genesys Cloud

Lead Genesys Cloud and AWS contact center engineering at Capital Group, an investment management company. Guide platform modernization, enterprise integrations, and engineering team development.

Description

  • Lead engineering, delivery, and ongoing development of Capital Group’s contact center platform.
  • Manage engineers building customer experience solutions with Genesys Cloud and AWS.
  • Advance strategic initiatives, platform improvements, and modernization work.
  • Work with business stakeholders, Product Management, Enterprise Architecture, Security, Infrastructure, and vendors.
  • Turn business goals into reliable, scalable technical solutions.
  • Build a strong engineering team through coaching, mentoring, technical leadership, and delivery accountability.
  • Direct contact center initiatives, integrations, and modernization projects.
  • Set engineering practices, quality standards, and delivery controls.
  • Guide solution design and implementation with technical leadership.
  • Support engineers’ growth through performance management and career development.
  • Oversee strategic vendor relationships and third-party solution delivery.
  • Improve operations through automation, greater efficiency, and modern engineering practices.

Requirements

  • Bachelor’s degree in computer science, engineering, information systems, or a related technical field.
  • At least 10 years of experience in software engineering, platform engineering, or technology delivery.
  • Substantial experience with contact center technologies.
  • Advanced expertise in Genesys Cloud CX.
  • Advanced expertise in AWS technologies.
  • Experience with CCaaS transformation, including migrations from legacy and on-premises platforms.
  • Record of translating business objectives into technical strategies, roadmaps, and measurable results.
  • Experience leading complex technology programs, platform modernization, and enterprise integrations.
  • Experience building, coaching, and mentoring engineering teams.
  • Experience implementing AI-enabled customer engagement tools, including virtual agents, conversational bots, agent assist, and Genesys Copilot.

Benefits

  • Competitive salary.
  • Individual annual performance bonus.
  • Annual Capital profitability bonus.
  • Retirement plan with a Capital contribution of 15% of eligible earnings.
  • Generous time away and health benefits starting on day one.
  • Flexible work options.
  • Two-for-one matching for charitable donations.
  • Opportunity to obtain annual grants for charitable organizations.
  • On-demand professional development resources.
  • Company-funded retirement contribution.

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