Sr. Software Engineer, CX AI Agents

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 Shape how enterprises deliver customer experiences by building and deploying AI agents that interact directly with customers across voice, messaging, chat, and other digital channels. This role requires hands-on experience building or implementing customer experience AI agents in production environments. We are looking for someone who has developed AI agents that engage with customers, understand intent, take actions, integrate with business systems, complete customer tasks, and hand off to human agents when appropriate. Your experience may come from software engineering, conversational AI development, implementation engineering, professional services, or another hands-on technical role. What matters most is that you have personally built and delivered customer-facing AI agents, not simply worked with LLMs, RAG applications, internal copilots, or AI prototypes. You will work within an innovations team that functions as a product studio, taking real customer problems from discovery through design, development, integration, and production deployment. You will build solutions on top of Genesys Cloud that can ultimately scale across customers and industries through AppFoundry. This position is not eligible for employer-sponsored work authorization (e.g., H-1B, TN, O-1, or other employment-based visas), now or in the future. Applicants must be legally authorized to work in the United States at the time of application and throughout employment without the need for current or future employer sponsorship. Key Responsibilities Build and deploy customer-facing AI agents for voice, messaging, chat, and other customer experience channelsDesign AI agents that can understand customer needs, maintain context, make decisions, use tools and APIs, and complete customer tasksBuild experiences that effectively manage AI-to-human handoffs, including context transfer, routing, and escalationIntegrate CX AI agents with APIs, CRM platforms, enterprise applications, knowledge sources, authentication systems, and business workflowsOwn solutions from customer problem discovery through architecture, development, integration, testing, implementation, and production deploymentPartner with customers, product teams, solution consultants, and technical stakeholders to translate CX problems into working AI solutionsDesign for the realities of production customer interactions, including guardrails, reliability, latency, observability, security, and failure handlingEvaluate agent performance based on task completion, resolution, escalation, customer outcomes, and other measurable CX resultsRapidly prototype and iterate while developing reusable solutions and patterns that can scale across customers and industries Required Qualifications Hands-on experience building, implementing, and deploying customer-facing AI agents in production customer experience environmentsExperience building AI agents that interact directly with customers through voice, messaging, chat, virtual agent, or other conversational channelsDemonstrated experience designing agents that do more than answer questions, including the ability to take actions, call APIs or tools, interact with business systems, and complete customer tasksExperience designing or implementing human-agent handoffs, escalation paths, context management, and conversational workflowsExperience integrating CX AI agents with enterprise systems, APIs, CRM platforms, customer data, knowledge sources, or business processesExperience taking customer-facing AI solutions from development or implementation through production deployment and ongoing iterationApproximately 5+ years of hands-on technical experience building or implementing software solutionsStrong software development experience using Python, TypeScript, JavaScript, Java, Node.js, or similar technologiesExperience deploying and operating applications in AWS or comparable cloud environmentsExperience working directly with customers or customer-facing teams to understand requirements and turn them into working technical solutionsAbility to independently solve ambiguous technical problems and own delivery from concept through production Preferred Qualifications Experience with contact center, CCaaS, conversational AI, virtual agent, or AI-powered customer service platformsExperience building voice AI agents, messaging agents, virtual agents, agent assist, or automated customer service experiencesExperience with platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Twilio, Salesforce, ServiceNow, or similar CX technologiesBackground in software engineering, conversational AI development, implementation engineering, professional services, or customer-facing technical deliveryExperience designing AI solutions around authentication, transactions, customer data, compliance, security, and enterprise governanceExperience with distributed systems, event-driven architectures, observability, and enterprise SaaS environments Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $115,500.00 - $203,100.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatments Click here to view a summary overview of our Benefits. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal yearA flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best workGrowth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education supportTime to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their familiesRecognized 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, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring teamA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview teamWe aim to keep the process focused and respectful of your time, with no more than five interviews in most casesAfter 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. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. 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 reasonable.accommodations@genesys.com. 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.