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. Summary 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, ServiceNow, 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. 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 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. 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 (Salesforce, ServiceNow, 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 for building RESTful API services. Strong fundamentals in algorithms, data structures, and distributed systems design. Proven experience with event-driven and service-oriented architectures (e.g., Kafka, Kinesis, SQS). Solid understanding of OAuth 2.0 / PKCE authentication, WebRTC, and cross-origin communication patterns (iFrame, 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. Pragmatic, action-oriented, and growth-minded. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $147,100.00 - $258,700.00 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 Click here to view a summary overview of our Benefits. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities . Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit . Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.