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Bank
Columbus OH
Work Onsite
Needed ASAP
Contract to Hire Role
Must work on W2
No C2C
Service Delivery Manager/Infrastructure Manager with Genesys Cloud CX and Banking
Overview
We are seeking an experienced Development Manager to lead a team of 5+ software developers in delivering high‐quality solutions within an Agile environment. This role is responsible for coaching and guiding developers, establishing and enforcing best practices, facilitating peer code reviews, and ensuring the team consistently meets sprint and release commitments.
The ideal candidate will have strong leadership experience, a passion for building high‐performing teams, and hands-on expertise with Genesys Cloud CX, specifically around IVA development, configuration, and flow/botflow management.
Key Responsibilities
Team Leadership & Coaching
- Manage, mentor, and coach a team of 5+ developers, fostering a collaborative and growth‐oriented environment.
- Conduct regular 1:1s, performance discussions, and skill development planning.
- Provide technical guidance and remove obstacles to ensure team success.
Development Excellence
- Define, implement, and continuously improve development best practices, coding standards, and documentation guidelines.
- Facilitate structured peer code reviews to ensure consistency, maintainability, and quality.
- Guide the team in adopting modern development tools, automation, and processes.
Agile Delivery & Execution
- Collaborate with Product Owners, Scrum Masters, and cross‐functional teams to ensure clear requirements and achievable sprint goals.
- Ensure the development team meets Agile timelines, commitments, and quality expectations.
- Assist in planning and delegating work effectively based on skill sets, capacity, and project needs.
Operational Readiness & Redundancy
- Ensure redundancy within the team so that critical systems and functions are not dependent on single individuals.
- Identify skill gaps and create cross‐training plans to maintain operational resiliency.
Genesys Cloud CX & IVA Development
- Lead and support initiatives involving Genesys Cloud CX, with a focus on IVA (Intelligent Virtual Agent) development.
- Oversee the configuration, optimization, and maintenance of flows, botflows, and customer experience automations.
- Partner with architects and business stakeholders to design scalable, customer‐centric voice and digital interaction solutions.
- Preferred: Certification(s) in Genesys Cloud CX or related IVA/Contact Center technologies.
Qualifications
Required
- 5+ years of experience in software development, with at least 2+ years in a leadership or management role.
- Proven experience coaching and managing development teams in an Agile environment.
- Strong understanding of SDLC, best practices, peer review processes, and modern development methodologies.
- Experience with Genesys Cloud CX—particularly IVA flow and botflow development.
Preferred
- Genesys Cloud CX certifications (Architect, Developer, or related).
- Experience with network, telephony, and firewall systems, including troubleshooting, configuration, and cross‐team coordination.
- Background in cloud-based development, CI/CD, or DevOps practices.
- Excellent communication, problem‐solving, and organizational skills.
- Familiar with API use, development and management.
