Senior AI 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.

Senior AI Software Engineer - Backend (Genesys Cloud Copilot)

The Genesys Digital & AI group builds the innovations that power customer experiences for 8,000+ organisations worldwide. Our team builds Genesys Cloud Copilot, the AI assistant inside Genesys Cloud. Copilot helps administrators and supervisors get answers and complete tasks in plain language, and it is available to customers in every Genesys Cloud region.

As a Senior Engineer you will build and run the backend services behind Copilot: the AI agents, the tools they use across Genesys Cloud, and the platform other Genesys teams use to add their own AI capabilities. We release often and aim to deliver useful, applied AI features to as many customers as possible.

What You Will Do:

• Own features end to end. Design, build, test, deploy and support Copilot backend capabilities, including on-call and support after release.
• Build AI agents for real customers. Work on how Copilot’s agents plan, call tools, ask the user before taking actions, and manage what goes into the model’s context.
• Make the platform easy to build on. Improve the framework, documentation and tooling that other Genesys teams use to contribute agents and tools, and review their designs and code.
• Integrate across Genesys Cloud. Connect Copilot to other Genesys Cloud services and user interfaces through APIs and events.
• Measure answer quality, not only uptime. Write automated tests and LLM evaluations, and use the results to decide on model and prompt changes.
• Keep the service stable and cost-efficient as usage grows. Use monitoring, load testing and usage data to manage reliability, latency and model costs.
• Build in security and compliance from the start. Protect customer data and meet enterprise privacy and regulatory requirements.
• Plan and lead larger pieces of work. Write design documents, take them through review, and break the work down so others can deliver it.
• Communicate clearly. Keep product managers and partner teams informed, and explain trade-offs so others can make a decision.
• Help the team grow. Share knowledge, pair program and give kind, direct feedback. Mentor associate and mid-level engineers.

What We're Looking For:

• Bachelor’s degree in computer science (or equivalent experience).
• 5+ years building backend or platform software, with evidence of strong ownership of services in production.
• Proficiency in Python or other language(s), plus solid foundations in algorithms, data structures and distributed systems design.
• Experience with service and event-driven architectures (REST, WebSockets, Kafka), schema evolution, idempotency, backwards-compatible APIs and data modelling.
• Comfortable with AWS (Lambda, API Gateway, DynamoDB, S3, IAM, KMS) and modern DevOps/SRE practice: CI/CD, infrastructure as code (CloudFormation or Serverless Framework), automated testing, observability, runbooks and on-call.
• Strong communication skills: able to align with Product and explain complex ideas simply.
• A growth mindset, healthy pragmatism and a bias to action.
• Using AI coding tools effectively in your own development work.

Desirable Experience or an Interest in Learning:

• Agent frameworks such as Strands Agents or LangGraph, and foundation models on AWS Bedrock (for example Anthropic Claude).
• Hands-on experience building with LLMs, at work or in serious side projects: tool calling, prompt and context management, retrieval, evaluation and guardrails.
• Model Context Protocol (MCP) servers, clients or tooling.
• LLM evaluation: LLM-as-judge scoring, simulated users, running evaluations in CI, and the cost and latency trade-offs between models.
• Retrieval-augmented generation (RAG) and multilingual knowledge search.
• Observability at scale: metrics, traces, logs, SLOs and error budgets.
• Security, privacy and governance of enterprise software, including GDPR and FedRAMP.

Our team already includes people of many genders, nationalities, ages and backgrounds. Diverse teams build better products, full stop; so if you’re unsure whether you meet every bullet, please apply anyway. We’re keen to hear how your unique experience can strengthen our crew.

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.