Principal Software Engineer

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.

Why this role matters

The Innovations team at Genesys builds AI-powered applications and agents on top of Genesys Cloud, delivering them to enterprise customers through AppFoundry. These solutions include industry-specific agents, compliance-focused capabilities, and platform integrations that help organizations orchestrate customer experiences at scale. Operating with the speed and mindset of a product studio, the team focuses on turning emerging AI capabilities into practical, production-ready solutions for real customer needs.

This role is critical to that mission. We are looking for a full-stack engineer who is excited to build AI applications that solve meaningful customer experience challenges. You will work across the stack from modern React frontends to backend services and LLM integrations, to design and deliver solutions that are scalable, usable, and enterprise ready.

ABOUT GENESYS

Genesys powers customer experiences for organizations around the world. Genesys Cloud helps enterprises orchestrate omnichannel journeys, modernize service operations, and deliver differentiated customer and employee experiences at scale.

Genesys Innovations builds applications, accelerators, and integration-led solutions that help customers unlock more value from their Genesys platforms through AI, analytics, automation, and modern cloud engineering.

ROLE SUMMARY

We are looking for a principal-level builder to architect, build, and operate secure, scalable, cloud-native applications on AWS. The role spans React and TypeScript front ends, Node.js and Python services, APIs, event-driven integrations, data flows, and production operations.

You will also help shape AI-enabled product capabilities such as intelligent assistants, search, summarization, recommendations, workflow automation, and agentic user experiences. Success in this role requires strong engineering judgment across reliability, security, latency, cost, observability, and maintainability.

This is not a pure people-management role. We are looking for someone who enjoys moving between architecture, implementation, design reviews, technical leadership, and production problem solving.

WHAT YOU WILL OWN

· Lead the end-to-end architecture, design, and delivery of full stack applications and platform components across UI, backend services, integrations, data, and cloud infrastructure.

· Stay deeply hands-on in implementation, prototyping, code reviews, debugging, and design validation.

· Build secure, scalable APIs, microservices, event-driven workflows, and responsive user experiences on AWS.

· Design and deliver AI-enabled and agentic capabilities using patterns such as retrieval-augmented generation, tool and action invocation, workflow orchestration, context management, evaluation, and guardrails where appropriate.

· Integrate applications with Genesys platforms and with customer enterprise systems using APIs, SDKs, middleware, data pipelines, and event streams.

· Define and enforce engineering standards for code quality, automated testing, CI/CD, infrastructure as code, observability, performance, documentation, and operational readiness.

· Codify reusable assets such as libraries, components, prompts, templates, accelerators, and reference patterns that improve delivery speed across engagements.

· Use AI-assisted engineering tools and coding agents responsibly to accelerate implementation, testing, refactoring, documentation, and root-cause analysis; validate all AI-generated output before release.

· Partner with product, consulting, delivery, and customer stakeholders to turn business goals into scalable technical solutions and implementation roadmaps.

· Troubleshoot production issues, drive root-cause analysis, and implement durable fixes and telemetry improvements.

WHAT WE ARE LOOKING FOR

Principal engineering foundation

· 8+ years of professional software engineering experience building commercial applications, including experience leading technical direction for complex systems at senior, staff, or principal level.

· Strong hands-on full stack expertise with React, TypeScript or JavaScript, and Node.js, plus working proficiency in Python, Java, or a comparable backend language.

· Strong experience designing and delivering distributed systems, REST or GraphQL APIs, microservices, asynchronous services, and cloud-native architectures.

· Hands-on experience building with LLMs - tool calling, structured outputs, retrieval/RAG, evaluation. Production preferred, serious side projects count.

· Comfortable with agentic patterns: multi-step reasoning, autonomous tool use, structured planning, and the failure modes that come with giving an LLM real agency.

· Working familiarity with AWS, experience with Lambda, ECS/Fargate, Bedrock, or similar is a plus.

· Experience with CI/CD, automated testing, infrastructure as code, secure coding practices, release engineering, and production observability.

· Experience integrating with enterprise systems and data sources, including real-time and event-driven patterns.

· Ability to communicate clearly with engineers, architects, delivery leaders, and customer stakeholders in both technical and non-technical settings.

· Demonstrated success in customer-facing or consulting-style delivery environments where solution quality, speed, and pragmatism matter.

Agentic AI and GenAI delivery

· Recent hands-on experience building and shipping GenAI, LLM, or agentic applications in production enterprise environments.

· Experience with retrieval-augmented generation, vector search, prompt and workflow design, tool use or function calling, agent orchestration, evaluation, and guardrail patterns.

· Understanding of enterprise AI requirements such as observability, auditability, tenant isolation, RBAC, privacy, safety, and responsible use.

· Experience integrating model or AI services through Amazon Bedrock, SageMaker, OpenAI, Anthropic, or equivalent platforms and APIs.

· Familiarity with modern AI application frameworks or protocols such as LangGraph, LangChain, Semantic Kernel, MCP, A2A, or equivalent approaches.

· Practical experience using AI coding assistants or coding agents such as Cursor, GitHub Copilot, Claude Code, OpenAI Codex, or equivalent tooling to improve developer productivity with disciplined human review.

· Ability to evaluate AI solutions for correctness, latency, cost, reliability, maintainability, and measurable business value.

Preferred domain experience

· Experience in customer service, contact center, or CX domains, especially AI oriented systems like Sierra, Decagon, or Kore.AI

· Practical experience integrating with Genesys technologies, APIs, and SDKs such as PSDK, WFM API, IceLib, ICWS, GWS, or comparable patterns.

· Experience building real-time analytics, streaming applications, or RTA-style user experiences.

· Strong consulting and stakeholder management practices, including architecture notes, design specifications, user guides, and deployment documentation.

· Experience with database performance tuning and optimization.

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 year.
• A flexible-first culture - Join a global team of nearly 7,000 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, here's 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, you'll 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.

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[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.