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 

About Genesys:

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Purpose 

The Principal Architect and AI Engineer – Agentic & Industry Solutions is a highly technical, hands-on leader responsible for designing, building, and scaling transformative AI-powered solutions on Genesys Cloud. Working within the Innovation Solutions organization, this role drives the development of reusable Agentic AI capabilities, industry-specific solution accelerators, and intelligent workflow automation that enable organizations to fundamentally transform customer and employee experiences. The Principal Architect and AI Engineer provides technical leadership and expertise across architecture, development, and solution delivery, collaborating with Product, Engineering, Strategic Customers, Industry SMEs, and Technology Partners to convert emerging AI technologies into scalable, market-leading solutions.

Responsibilities / Job Duties 

In this role, the primary responsibilities include (but are not limited to):

Agentic AI Solution Development 

• Design, build, and deploy Agentic AI solutions leveraging Genesys Cloud, AI Studio, Copilot, Architect, and Experience Orchestration capabilities

• Develop reusable AI Skills, Agents, Copilots, and workflow automation assets that can be deployed across customers and industries

• Build multi-agent workflows that coordinate AI agents, business applications, knowledge systems, and human interactions

• Create intelligent automation solutions that improve customer experience, employee productivity, and operational efficiency

• Develop production-grade AI applications using modern AI frameworks, orchestration platforms, and cloud-native architectures

Industry Solution Innovation 

• Design and develop industry-specific AI solution accelerators and reusable business capabilities

• Partner with industry SMEs and strategic customers to identify high-value business use cases suitable for Agentic AI automation

• Create repeatable solution blueprints for industries including Financial Services, Healthcare, Insurance, Retail & E-Commerce, Telecommunications, and Public Sector

• Build reusable business workflows, AI assistants, and orchestration patterns that address industry-specific challenges

• Develop packaged innovation assets that accelerate deployment and time-to-value

AI Architecture & Engineering 

• Define scalable architectures for Agentic AI applications and intelligent workflow automation

• Build Retrieval-Augmented Generation (RAG) solutions, knowledge orchestration frameworks, and enterprise AI integrations

• Design and implement integrations with CRM, ERP, CCaaS, knowledge management, workforce engagement, and enterprise workflow platforms

• Develop API-first architectures and event-driven solutions leveraging Genesys Cloud APIs and enterprise ecosystems

• Establish best practices for AI solution design, performance, observability, security, and governance

Innovation & Rapid Prototyping 

• Evaluate emerging AI technologies and determine their applicability to innovation initiatives

• Build proof-of-concepts, prototypes, and MVPs that validate new business opportunities and technical approaches

• Rapidly experiment with emerging frameworks, tools, and architectural patterns

• Contribute to innovation labs, customer co-innovation initiatives, and strategic transformation programs

• Transform innovative concepts into scalable and reusable solution offerings

Technical Leadership & Collaboration 

• Provide technical leadership for strategic innovation initiatives and customer engagements

• Collaborate with Distinguished Architects, Product teams, Engineers, and Industry Specialists to deliver innovative solutions

• Mentor engineers and architects on AI solution design, development practices, and emerging technologies

• Participate in architecture reviews, technical design sessions, and innovation workshops

• Contribute to reusable frameworks, reference architectures, technical documentation, and intellectual property development

Qualifications 

• Bachelor's degree in Computer Science, Engineering, Artificial Intelligence, Data Science, or related discipline; Master's degree preferred

• 10+ years of experience in software engineering, solution architecture, enterprise integration, or cloud-native application development

• 5+ years of experience designing and implementing AI, Conversational AI, automation, or workflow orchestration solutions

• Strong hands-on development experience building scalable enterprise applications

• Proven ability to move solutions from concept and prototype through production deployment

• Demonstrated technical leadership skills and ability to mentor engineers and architects

• Strong communication and stakeholder engagement skills with ability to collaborate across Product, Engineering, and Strategic Customer teams

• Experience building Agentic AI platforms, copilots, virtual agents, digital assistants, or intelligent automation solutions

• Experience creating reusable solution accelerators, frameworks, and industry-specific assets

• Understanding of industry processes within Financial Services, Healthcare, Insurance, Retail, Telecommunications, or Public Sector is a plus

• Contributions to technical communities, open-source projects, patents, or innovation initiatives is a plus

• Candidates must have willingness to travel as necessary; a valid passport is required

• Technical proficiency in the following is not necessary, but a plus:

• Genesys Cloud Architecture, AI Studio, Copilot, Architect, Journey Management, Experience Orchestration, APIs and Event Frameworks
• Multi-Agent Systems, AI Skills and Agent Development, LLM Integration, RAG Architectures, Knowledge Systems, AI Workflow Automation
• AI Frameworks such as LangGraph, CrewAI, Semantic Kernel, LangChain, AutoGen, OpenAI APIs, Anthropic APIs, AWS Bedrock
• Python, JavaScript/TypeScript, REST APIs, Event-Driven Architectures, Microservices, Cloud platforms (AWS, Azure, Google Cloud)
• Expertise with RAG architectures, vector databases, knowledge orchestration, and enterprise search solutions
• Experience integrating AI solutions with CRM, ERP, Service Management, and enterprise workflow platforms

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.

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.