Manager, Software Development

About the Role

Join Genesys in shaping AI-powered customer experience solutions used by thousands worldwide. As a Software Development Manager, you will lead a skilled backend engineering team driving services that decipher customer intents and outcomes, integral to Genesys Cloud's intelligent orchestration platform.

Located in Galway, Ireland, this hybrid position allows for 2–3 days per week onsite collaboration in a modern office environment.

Key Responsibilities

• Lead, recruit, and retain a high-performing backend development team, fostering an environment conducive to efficient, reliable delivery in a continuous deployment setting.
• Conduct regular one-on-one meetings, deliver timely feedback, support performance evaluations, and mentor engineers focusing on growth in technical leadership and ownership.
• Transform product objectives into detailed engineering plans, monitor progress, identify risks early, and collaborate across teams to balance scope, quality, and delivery timelines.
• Coordinate cross-team dependencies within Genesys to ensure alignment on priorities and remove obstacles while maintaining stakeholder communication.
• Collaborate with senior engineers and architects to design scalable, secure, and maintainable distributed systems, APIs, and event-driven architectures aligning with Genesys Cloud standards.
• Oversee operational aspects, including service health, observability, on-call duties, incident responses, and root-cause analyses; establish meaningful service-level objectives emphasizing reliability.
• Promote best engineering practices like thorough code reviews, automated testing, security protocols, observability, continuous delivery, and encourage AI-assisted development tools responsibly.

Required Qualifications

• Demonstrated leadership experience managing software engineers engaged in building and maintaining production services, including hiring and career development.
• Strong foundation in backend software engineering with the ability to engage in architectural and design discussions; experience in Java or JVM languages is advantageous but not mandatory.
• In-depth understanding of distributed systems concepts including APIs, data modeling, event-driven architectures, scalability, consistency, reliability, and failure mitigation.
• Experience with cloud platforms like AWS and contemporary engineering practices such as infrastructure as code and continuous integration/delivery; familiarity with Kafka, DynamoDB, SQS, or Lambda is a plus.
• Proven track record in operating multi-tenant SaaS or large-scale production systems, emphasizing monitoring, incident management, reliability, and capacity planning.
• Strong delivery management skills with experience translating ambiguous challenges into clear engineering plans and navigating shifting priorities.
• Effective communication skills to explain complex technical matters and build consensus among engineers, product teams, architects, and senior leadership.
• Ability to foster collaborative team culture encouraging early problem identification, constructive challenges, and efficient cross-team cooperation.

Preferred Experience

• Contributions to engineering strategies and roadmaps, balancing product and technology investments, or guiding architectural transformations.
• Working with AI and machine learning solutions including large language models, embeddings, classification techniques, and managing aspects like evaluation, guardrails, and cost efficiencies.
• Experience in customer contact center technology, CRM, or customer journey platforms where intent and outcome data drive functionality.
• Familiarity with regulated environments adhering to compliance standards such as GDPR, SOC 2, or FedRAMP involving data privacy and security assessments.

Benefits and Culture

• Flexible working arrangements including hybrid schedules and remote work options alongside collaboration in a state-of-the-art Galway office.
• Robust career development opportunities encompassing continuous learning, mentoring, and progression paths.
• Competitive pension plans and annual bonus programs rewarding employee contributions.
• Inclusive health benefits package featuring private insurance, dental plans, wellness resources, income protection, and life assurance.
• Family-friendly policies with generous maternity and paternity leave.
• A globally recognized workplace culture emphasizing AI innovation, sustainability, flexible work environments, and employee well-being.

Additional Information

Genesys values diversity and equal opportunity, evaluating candidates irrespective of personal characteristics including race, gender, disability, or veteran status. Reasonable accommodations are available upon request to ensure accessible application and interview processes.

Recruitment avoids solicitation of sensitive personal or financial information during initial hiring stages.