Senior Principal, AI Software Engineer– Agentic & Industry Solutions

Genesys is a global leader in customer experience solutions, helping organizations enhance their interactions through AI-powered orchestration. The Senior Principal, AI Software Engineer will drive the design and delivery of innovative, scalable AI solutions that improve customer and employee experiences while shaping the technical strategy and product direction.

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

Requirements:

• 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
• 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