Overview
Genesys helps organizations create better customer experiences through AI-powered experience orchestration. The platform connects people, systems, data, and AI to deliver personalized service, improve operational efficiency, and build stronger customer relationships. Genesys serves more than 8,000 organizations in over 100 countries.
Role Summary
We are looking for a Lead Software Engineer to join the CRM and Integrations team at Genesys Cloud. The team powers deep integrations with Salesforce, ServiceNow, Zendesk, and an embedded framework, and is responsible for designing, building, and scaling integrations with telephony providers, CRM platforms, and the AWS ecosystem.
In this role, you will help deliver scalable, secure, and reliable UIs and services, with a focus on integration points and contracts. You will work on distributed, cloud-based systems supporting message routing, delivery, tracking, and operational visibility across multiple voice and digital channels.
The ideal candidate is an experienced Lead or Staff engineer who can independently deliver high-quality features, influence architectural direction, and make sound decisions on reliability, scalability, and operability.
Key Responsibilities
- •Build modern integration solutions using web UI frameworks, REST APIs, and cloud services, while upholding strong engineering quality and operational discipline.
- •Develop and maintain integration capabilities with mainstream CRM systems and third-party providers, covering the full stack as required by the integration architecture.
- •Partner with product, engineering, security, and operations teams to deliver reliable, customer-facing capabilities.
- •Contribute to technical design reviews, code reviews, and engineering best practices.
- •Write and maintain automated tests across unit, integration, and end-to-end layers, including continuous operations automation.
- •Drive improvements in system reliability, scalability, performance, monitoring, alerting, and incident response.
- •Deploy, automate, and maintain large-scale AWS infrastructure with a focus on reliability, performance, and efficiency.
- •Participate in the team's on-call rotation and contribute to the continuous improvement of service operations.
- •Foster a culture of innovation by experimenting with new technologies, AI-assisted development workflows, and modern engineering approaches.
- •Apply AI-powered development practices responsibly to accelerate prototyping, implementation, testing, and operational efficiency.
- •Review code, mentor peers, share best practices, and proactively help other teams resolve platform pain points before they reach production.
- •Troubleshoot production incidents with urgency and sound judgment, leveraging AI-assisted workflows to move quickly from symptom to root cause.
Minimum Requirements
- •Bachelor's or Master's degree in Computer Science or a related discipline.
- •8+ years of software engineering experience, with demonstrated technical leadership and cross-team impact.
- •Strong understanding of modern web UI frameworks and REST API-based architectures.
- •Experience building and operating cloud-native or microservice-based applications.
- •Hands-on experience with at least one major CRM platform such as Salesforce or ServiceNow.
- •Hands-on experience with at least one major CRM API such as Apex, Lightning, or NestJS.
- •Full-stack development experience with genuine interest and proficiency in both front-end and back-end challenges.
- •Proficiency in at least two modern JavaScript frameworks such as React, Vue, or Svelte.
- •Experience with NestJS or equivalent Node.js backend frameworks for building RESTful API services.
- •Strong fundamentals in algorithms, data structures, and distributed systems design.
- •Proven experience with event-driven and service-oriented architectures such as Kafka, Kinesis, or SQS.
- •Solid understanding of OAuth 2.0 / PKCE authentication, WebRTC, and cross-origin communication patterns including iFrame and PostMessage.
- •Hands-on experience with automated testing, continuous integration, and continuous deployment practices.
- •Self-starter with strong problem-solving skills and the ability to translate complex problems into practical solutions.
Compensation
Anticipated base compensation range: $147,100 to $258,700. Actual salaries will vary depending on experience, qualifications, skills, and location. This role may also be eligible for 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
- •Paid volunteer time and August Free Fridays