Genesys Engineering Manager

The primary responsibility of the Engineering Manager (Chapter Lead) is to build and develop a high-performing team of engineers, ensuring they have the skills, tools, and practices needed to drive engineering excellence and operational maturity. The focus is on how work is delivered ensuring best practices, technical standards, and continuous improvement.

As a servant leader, the Chapter Lead fosters a culture of learning, innovation, and collaboration while ensuring alignment with business needs. They empower engineers to own their work, remove obstacles to delivery, and support career growth through coaching and mentorship.

Additionally, the Chapter Lead plays a key role in shaping engineering ways of working, technical quality, and process maturity across squads, balancing delivery speed with long-term sustainability.

Main Duties

Leadership and Technical Expertise 

• Support Engineers spread across multiple engineering squads.
• Actively contribute to and progress the technical roadmap.
• Provide technical guidance and mentorship to team members.

Team Management & Environment 

• Line management of all engineers within the Chapter, focusing on coaching, and mentoring in alignment with agile principles and Admiral’s core values.
• Responsible for recruiting, developing, and retaining technical talent, including defining career development pathways for all engineers in the Chapter.
• Responsible for setting engineers' compensation, benefits, and promotions according to organisational standards.
• Ensures the implementation of effective performance management processes, supporting Squad Leads and Product Owners to enhance Squad performance. 
• Fosters an inclusive environment where engineers feel empowered to innovate, experiment, and learn from failure in a safe and supportive space.
• Supports the personal and technical development of all Squad-level engineers to enhance overall Squad performance.

Technical Excellence & Best Practices

• Define and promote best-in-class engineering standards, ensuring teams deliver high-quality, scalable, and maintainable solutions.
• Implement automation, observability, and resilience engineering practices to improve reliability and reduce manual operational overhead.
• Champion continuous improvement initiatives that reduce complexity, minimise technical debt, and enhance developer productivity.
• Ensure teams follow secure development and compliance best practices, embedding DevSecOps and governance into the delivery pipeline.
• Advocate for SRE principles, including incident management, blameless postmortems, and proactive system reliability improvements.

Collaboration & Communication

• Communicate effectively to a variety of audiences including both technical and non-technical stakeholders.
• Contribute to improvements of our technical excellence and ways of working within Squad, Chapter, and Guild forums.

Experience Required

Leadership & Mentoring Experience

• Strong communication and influence skills with the confidence to communicate ideas effectively to peers, seniors, and management.
• Ability to build trust and foster a creative, collaborative team environment.
• Able to transfer knowledge through mentoring and coaching.

Methodology & Process

• Understanding of Agile Scrum methodology and practices.
• Prioritisation and time management skills to hit deadlines.
• A focus on continuous improvement and a desire to drive ideas forward.
• Ability to produce quality documentation as necessary.

Technical Requirements

Required Certifications

• Genesys Cloud Professional Certification (GCP).
• At least one Genesys Cloud Specialist Certification (GCS) in any of the following areas: Architect, Quality Management, Workforce Engagement, AI and Bots.
• Genesys Cloud Developer Certification (GCD).

Technical Expertise

• Expert engineer within the Genesys Cloud domain.
• Experience with CI/CD pipelines, such as Azure DevOps.

Modern Contact Centre Skills

• Experience with omnichannel contact centre solutions.
• Knowledge of AI and automation capabilities within Genesys Cloud.
• Experience integrating Genesys with various systems.
• Understanding of cloud infrastructure and security best practices.

Benefits and Work-Life Balance 

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation. 

You can also view some of our other key benefits here. 

Admiral, Where You Can Be You

At Admiral you’re accepted, supported and empowered to be you. Because you’re brilliant.

We’re proud of our people-centric culture which has led us to being recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re committed to ensuring that at Admiral, progression is not slowed or haltered by barriers related to protected characteristics.

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