Genesys Cloud AI Engineer / AI Architect

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B.

To learn how we can supercharge progress for you, visit

hcltech.com.

Job Summary:

We are seeking an experienced Genesys Cloud Engineer / Architect specializing in Artificial Intelligence (AI) integrations. In this role, you will design, deploy, and optimize customer experience (CX) solutions using the Genesys Cloud CX platform, with a heavy focus on embedding Genesys Cloud AI capabilities (such as Genesys Cloud AI, Agent Assist, Predictive Routing, and Virtual Assistants) to drive automation and improve contact center efficiency.

Core Responsibilities:

• Platform Architecture: Design and implement scalable Genesys Cloud telephony, routing, and omnichannel architectures.

• AI Integration: Deploy and configure Genesys Cloud AI solutions including Genesys Bot Flow, Intent Miner, and Agent Assist.

• NLU/NLP Development: Build and manage conversational bots by integrating Genesys with third-party engines like Google Dialogflow CX, Amazon Lex, or Microsoft Azure.]

• Workflow Automation: Author complex interaction flows using Genesys Cloud Architect, integrating data actions and secure call flows.

• API & Custom Integration: Develop custom integrations using Genesys Cloud REST APIs, Webhooks, and AWS Lambda functions.

• Data & Analytics: Configure Predictive Routing, real-time dashboard reporting, and sentiment analysis tools to optimize workforce performance.

Required Technical Skills:

• Genesys Cloud CX: Deep hands-on experience with Architect, Queue Management, WEM (Workforce Engagement Management), and Analytics.

• AI & Conversational UX: Proven track record building voicebots and chatbots using Natural Language Understanding (NLU).

• Developer Tools: Experience with JavaScript/Python, JSON, Genesys Cloud SDKs, and RESTful API integrations.

• Cloud Infrastructure: Familiarity with AWS services (Lambda, DynamoDB, S3) commonly paired with Genesys Cloud integrations.

Preferred Certifications:

• Genesys Cloud Certified Professional (GCP)

• Genesys Cloud Certified Associate (GCA)

This is a hybrid position from Warsaw location.

Benefit package:

• Life insurance

• Private medical care

• MultiSport Card

• Subsidy for glasses

• Subsidy to language courses

• Christmas and holiday bonuses