Senior Vice President, Senior Engineer

We are seeking a Senior Vice President, Senior Engineer to join our Enterprise Contact Center Engineering team. This is a highly hands-on individual contributor role for a senior technologist who combines deep engineering expertise, strong architectural judgment, and a passion for applying AI to drive operational transformation.

Role Overview

In this role, you will help advance the modernization of our enterprise contact center technology environment by designing, building, and implementing AI-enabled solutions that improve automation, efficiency, data analytics, and engineering productivity. You will partner closely with platform engineers, system administrators, and cross-functional stakeholders to identify practical opportunities to introduce modern software engineering and AI capabilities across the platform.

This opportunity is well suited for an experienced engineer who enjoys solving complex enterprise challenges, working across infrastructure and application layers, and delivering scalable solutions from concept through production. The ideal candidate is a strong builder with the ability to evaluate emerging technologies, define sound architecture, and remain deeply involved in hands-on development.

Key Responsibilities

• Design, develop, test, and deploy AI-enabled applications, tools, and automation solutions that support the Enterprise Contact Center Engineering platform
• Partner with engineering, infrastructure, and system administration teams to enhance operational capabilities through software development and AI-driven innovation
• Identify opportunities to reduce manual effort, streamline workflows, and improve operational efficiency through scalable automation
• Build capabilities that enhance resiliency, observability, service quality, and engineering productivity
• Develop data and analytics solutions that transform operational and service information into meaningful, actionable insights
• Define and implement scalable, secure, and maintainable architecture patterns aligned with enterprise standards
• Evaluate emerging AI technologies and apply them in practical ways that improve engineering workflows and customer experience support functions
• Drive adoption of AI development practices across the platform through reusable patterns, enablement, and hands-on delivery
• Integrate solutions across APIs, enterprise platforms, data environments, cloud services, and engineering toolchains
• Serve as a senior technical individual contributor, independently leading solution design and direct implementation

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent practical experience
• 12+ years of overall technology experience, including substantial experience in software engineering, platform engineering, or enterprise application development
• 8+ years of hands-on experience designing, building, and delivering scalable production-grade solutions
• 5+ years of experience operating at a senior technical level with architecture, design, and enterprise integration responsibilities
• Strong proficiency in one or more modern programming languages such as Python, JavaScript, and/or TypeScript
• Demonstrated experience building automation, analytics, or AI-enabled solutions in complex enterprise environments
• Experience working in AI-assisted development environments using tools such as Devin, Claude Code, and Codex
• Strong understanding of system integration, APIs, distributed application design, and enterprise software development practices
• Solid architectural foundation with the ability to design solutions that are secure, scalable, resilient, and supportable
• Experience with modern software development lifecycle practices, including version control, testing, CI/CD, release management, and production support
• Strong collaboration, communication, and problem-solving skills, with the ability to work effectively across technical disciplines

Preferred Qualifications

• Experience in enterprise contact center engineering, customer experience technology, or similarly complex operational platforms
• Familiarity with Genesys Cloud and its role within modern contact center ecosystems
• Experience evaluating or applying AI capabilities within customer experience or service operations environments, including familiarity with Gemini for CX and Sierra.ai
• Experience building or integrating AI/LLM-enabled solutions such as intelligent assistants, workflow orchestration, summarization, retrieval-based experiences, or operational analytics
• Understanding of enterprise requirements related to security, governance, reliability, and operationalization of AI solutions
• Experience helping drive adoption of engineering best practices, reusable frameworks, and modern development patterns across teams

Ideal Candidate Profile

The ideal candidate is a highly capable, hands-on engineer who brings both technical depth and platform-level perspective. This individual is comfortable designing end-to-end solutions while remaining directly involved in implementation. They bring an automation-first mindset, a strong architectural foundation, and a practical approach to applying AI in ways that deliver measurable value.

They will also bring:

• Experience working in or alongside enterprise contact center environments
• Familiarity with Genesys Cloud and related customer experience technologies
• An understanding of emerging AI capabilities and how tools such as Gemini for CX and Sierra.ai may be applied to improve workflows, analytics, and service outcomes
• The ability to partner effectively with system administrators, engineers, and platform stakeholders to modernize operations
• A passion for enabling AI development adoption through hands-on delivery, reusable solutions, and sound engineering practices