Senior Principal, AI Software Engineer– Agentic & Industry Solutions

Role Overview

Drive the design and delivery of next-generation AI powered customer and employee experiences that operate at enterprise scale. This role shapes how organizations use agentic AI to orchestrate interactions, automate complex workflows, and improve business outcomes across industries. At Genesys, we are redefining experience orchestration through AI innovation and human-centered design, enabling companies to deliver personalized, empathetic engagement at scale. You will own the architecture and development of reusable AI solutions that accelerate adoption across customers while influencing product direction, technical strategy, and industry innovation. This position offers high visibility across executive stakeholders and the opportunity to define how AI transforms customer experience platforms globally.

Responsibilities

• Design and deliver scalable agentic AI solutions that improve customer experience, reduce operational friction, and increase automation efficiency across enterprise environments
• Build and operationalize reusable AI agents, copilots, and workflow components that accelerate deployment and time to value across multiple industries
• Architect multi-agent systems that coordinate AI services, enterprise applications, knowledge systems, and human interactions to drive measurable business outcomes
• Develop production-grade AI applications using modern frameworks, cloud-native architectures, and orchestration platforms to support high availability and performance
• Create industry-specific solution accelerators that address complex challenges in sectors such as financial services, healthcare, retail, and public sector
• Lead the design of RAG-based knowledge systems and enterprise AI integrations that improve accuracy, decision support, and user experience
• Drive API-first and event-driven architectures that integrate Genesys Cloud with CRM, ERP, and enterprise workflow platforms
• Partner with product, engineering, and customer stakeholders to translate emerging AI capabilities into scalable, market-ready solutions
• Build prototypes and MVPs that validate innovation opportunities and influence long-term product and platform strategy
• Establish best practices for AI architecture, observability, security, and governance to support enterprise adoption

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Artificial Intelligence, Data Science, or a related field
• 10+ years of experience in software engineering, solution architecture, or cloud-native application development
• 5+ years of experience designing and implementing AI, conversational AI, or intelligent automation solutions
• Strong hands-on experience building scalable enterprise applications using modern programming languages such as Python or JavaScript
• Proven experience delivering solutions from concept through production deployment in enterprise environments
• Deep understanding of AI architectures including multi-agent systems, LLM integration, and RAG frameworks
• Experience designing integrations across enterprise platforms such as CRM, ERP, and workflow systems
• Demonstrated ability to influence technical direction and mentor engineers and architects
• Strong communication skills with experience engaging cross-functional and executive stakeholders

Preferred Qualifications

• Master's degree in a relevant technical discipline
• Experience with Genesys Cloud, including AI Studio, Copilot, Architect, and Experience Orchestration
• Familiarity with AI frameworks such as LangChain, Semantic Kernel, AutoGen, CrewAI, or similar technologies
• Experience working with cloud platforms such as AWS, Azure, or Google Cloud, including services like Bedrock
• Background in building industry-specific solution accelerators or reusable enterprise frameworks
• Understanding of business processes across industries such as financial services, healthcare, insurance, or telecommunications
• Contributions to open source projects, patents, or innovation initiatives
• Experience working in innovation labs, rapid prototyping environments, or customer co-creation programs

Compensation

$205,200.00 - $360,800.00

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments