Senior Principal, AI Software Engineer– Agentic & Industry Solutions

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 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.

Key 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:

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.

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

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 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. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

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.