Lead Software Engineer, CRM and Integrations

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

We are looking for a Lead Software Engineer to join the CRM and Integrations team at Genesys Cloud. The Genesys Cloud CRM integration platform powers deep integrations with Salesforce, Service Now, Zendesk, and our embedded framework. The team is responsible for designing, building, and scaling integrations with telephony providers, CRM platforms, and the AWS ecosystem - delivering highly available, cloud-based services that enable Genesys customers to seamlessly connect with the CRM or in-house solution of their choice.

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/Staff engineer who can independently deliver high-quality features, influence architectural direction, and make sound decisions on reliability, scalability, and operability.

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-powered development workflows, and modern engineering approaches that improve scalability, developer productivity, and user experience.

Apply AI-powered development practices responsibly to accelerate prototyping, implementation, testing, and operational efficiency - without compromising engineering quality standards. 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 while retaining full ownership.

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 (Salesforce, Service Now, or equivalent). Hands‑on experience with at least one major CRM APIS (Apex, Lightning, 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 (React, Vue, Svelte, or equivalent). Experience with NestJS or equivalent Node.js backend frameworks…