About the role
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.
Role Overview
At Genesys, we help organizations create better customer and employee experiences through AI-powered experience orchestration. Our platform connects people, systems, data, and AI to deliver personalized experiences, automate complex business processes, and improve operational efficiency.
We are looking for a
Principal Software Engineer with deep, hands-on Genesys Cloud experience
to design and build the next generation of
AI-powered applications and industry solutions on the Genesys Cloud platform
.
This is a highly technical, hands-on engineering role. The ideal candidate combines
deep Genesys Cloud engineering expertise with hands-on experience building advanced conversational or agentic AI applications using Genesys AI, Cognigy, Sierra, Decagon, Kore.ai, or similar platforms
.
The ideal candidate has extensive experience developing applications and integrations on Genesys Cloud and understands how to combine
Genesys Cloud APIs, Architect, AI capabilities, experience orchestration, data, and enterprise systems
to create production-grade solutions.
A major focus of this role will be translating
industry-specific business processes and customer challenges into reusable AI solutions
. You will build AI applications, Digital Teammates, solution accelerators, and industry solutions for areas such as
financial services, healthcare, insurance, retail, travel and hospitality, telecommunications, and the public sector
.
You will work closely with Product, Engineering, Innovations, customers, and partners to turn emerging Genesys AI capabilities, external AI technologies, and industry requirements into
scalable, repeatable, and productized solutions
that can be deployed across multiple customers.
Key Responsibilities
Design and build production-grade applications and industry solutions on Genesys Cloud
, leveraging Genesys Cloud APIs, SDKs, events, integrations, AI capabilities, and platform services.
Develop AI-powered customer and employee applications using
Genesys Cloud AI capabilities
, including AI Studio, Virtual Agent/Agentic Virtual Agent capabilities, Copilot, Architect, knowledge, and Experience Orchestration.
Translate industry-specific business processes and use cases into scalable AI applications
, combining Genesys Cloud capabilities with enterprise systems, data, knowledge, AI models, and agentic technologies.
Build reusable
industry solution accelerators, Digital Teammates, AI agents, workflows, and application components
that can be configured and deployed across multiple customers within an industry.
Develop industry solutions addressing complex business challenges across
financial services, healthcare, insurance, retail, travel and hospitality, telecommunications, and public sector environments
.
Design sophisticated
Genesys Architect flows and orchestration patterns
across voice, digital, AI, workflows, data, and enterprise applications.
Build integrations using
Genesys Cloud Platform APIs, Data Actions, event-driven architectures, webhooks, and external APIs
.
Integrate Genesys Cloud with industry and enterprise platforms such as
Salesforce, ServiceNow, Microsoft, AWS, CRM, ITSM, ERP, knowledge, healthcare, financial services, and workflow platforms
.
Build
agentic applications and multi-agent workflows
where AI agents can reason, retrieve information, invoke tools and APIs, execute business processes, and collaborate with human employees.
Apply modern conversational and agentic AI patterns learned from platforms such as
Genesys AI, Cognigy, Sierra, Decagon, Kore.ai, and similar technologies
to build differentiated solutions on Genesys Cloud.
Design AI applications that combine
LLMs, enterprise knowledge, tool/API calling, workflow orchestration, business rules, and enterprise systems of record
.
Create reusable solution patterns that encapsulate
industry workflows, business rules, integrations, AI capabilities, and best practices
, accelerating time to value for customers.
Work with industry experts, customers, Product, and Engineering teams to identify high-value use cases and convert them into
repeatable, productized solutions
.
Build prototypes and MVPs using emerging Genesys Cloud AI and other AI technologies and rapidly convert successful concepts into
scalable, production-ready industry applications
.
Design applications for enterprise-scale requirements including
security, reliability, observability, scalability, performance, compliance, and governance
.
Provide technical leadership, architecture guidance, code reviews, and mentorship while remaining a
hands-on builder and contributor
.
Required Qualifications
Bachelor’s degree in Computer Science, Engineering, Artificial Intelligence, or a related technical discipline.
10+ years of software engineering, application development, or solution architecture experience.
5+ years of hands-on Genesys Cloud experience
, including designing, developing, integrating, and deploying applications on the platform.
Deep understanding of
Genesys Cloud architecture, APIs, Architect, routing, conversations, integrations, Data Actions, and event-driven capabilities
.
Strong hands-on experience developing enterprise applications using modern programming languages such as
Python, JavaScript/TypeScript, Java, or similar technologies
.
Experience building
AI-powered applications, conversational AI solutions, virtual agents, or agentic applications
using enterprise AI platforms and modern AI technologies.
Strong understanding of modern AI architectures including
LLMs, RAG, AI agents, tool calling, orchestration, multi-agent systems, conversational AI, and agentic workflows
.
Demonstrated experience building
reusable enterprise or industry solutions
, rather than only one-off customer implementations.
Experience translating complex
industry business processes and use cases into technical architectures and production applications
.
Experience building applications using
REST APIs, SDKs, webhooks, event streams, microservices, and cloud-native architectures
.
Experience integrating Genesys Cloud with enterprise applications such as
CRM, ITSM, ERP, knowledge, and workflow platforms
.
Experience translating AI capabilities into
production-grade applications and reusable solutions
, including integrations with enterprise APIs, knowledge systems, workflows, and business applications.
Experience taking solutions from
prototype/MVP through production deployment and operation
.
Demonstrated ability to provide technical leadership while remaining deeply involved in
architecture, design, coding, prototyping, debugging, and implementation
.
Preferred Qualifications
Hands-on experience with
Genesys Cloud AI capabilities
, including AI Studio, Virtual Agent/Agentic Virtual Agent, Copilot, Predictive Engagement, knowledge capabilities, and Experience Orchestration.
Hands-on experience building production AI applications using
Cognigy, Sierra, Decagon, Kore.ai, or similar enterprise conversational and agentic AI platforms
.
Experience developing custom applications and reusable solutions using the
Genesys Cloud Developer Platform and APIs
.
Experience with
Genesys Cloud CX voice and digital channels
, including routing, Architect flows, bots, messaging, and agent experiences.
Experience designing
AI agents that combine conversational intelligence, reasoning, knowledge retrieval, tool/API calling, workflow orch