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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.
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, 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.
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
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:
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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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. 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 www.genesys.ai.
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 [email protected].
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.
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