Sr Principal Software Engineer (AI, Sierra, Genesys Cloud,)

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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

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 Senior 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 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.

• 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 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.

• Bachelors 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.

• 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 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 orchestration and business-process execution.
• Experience building agentic AI applications that integrate LLMs with enterprise APIs knowledge systems CRM/ITSM platforms workflow engines and other systems of record.
• Experience designing or developing industry-specific AI applications and reusable solution accelerators for financial services healthcare insurance retail telecommunications travel and hospitality or public sector.
• Understanding of industry-specific business processes regulatory requirements data models and enterprise application ecosystems.
• Familiarity with AI development and orchestration frameworks such as LangChain Semantic Kernel AutoGen CrewAI or similar technologies.
• Experience with cloud platforms such as AWS Azure or Google Cloud including AI services such as Amazon Bedrock.
• Experience with enterprise platforms such as Salesforce ServiceNow Microsoft Dynamics or similar ecosystems.
• Experience taking AI applications from prototype through enterprise production including security scalability observability governance and reliability.
• Experience working in innovation teams rapid prototyping environments or customer co-creation programs.

Success in this role means being able to take an industry business problem or use case and rapidly turn it into a working production-quality AI application built on Genesys Cloud.

More importantly the goal is not simply to solve the problem for one customer. You will identify the common business process integrations AI capabilities and orchestration patterns and turn them into a reusable industry solution that can be deployed across many customers.

You should be equally comfortable understanding an industry business process discussing architecture working with Genesys Cloud APIs designing an Architect flow writing application code integrating enterprise systems connecting AI models and agents implementing tool/API calling debugging interactions and demonstrating the finished solution to customers and executives.

You should also be able to bring experience and architectural patterns from leading conversational and agentic AI platforms and apply those concepts effectively within the Genesys Cloud ecosystem.

This is not a traditional high-level architecture role. We are looking for a hands-on Principal Engineer who knows Genesys Cloud deeply and can combine its AI orchestration API and integration capabilities with modern agentic AI technologies to build the next generation of AI-powered industry solutions.

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Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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.

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people systems data and AI across the enterprise with built-in governance and control. 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.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.