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. Sr Principal Software Engineer – Genesys Cloud AI & Industry Solutions Role Overview At Genesys, we help organizations create better customer and employee experiences through AI-powered experience orchestration. Our platform connects people, systems, data, and AI to deliver personalized experiences, automate complex business processes, and improve operational efficiency. We are looking for a Senior Principal Software Engineer with deep, hands-on Genesys Cloud experience to design and build the next generation of AI-powered applications and industry solutions on the Genesys Cloud platform. This is a highly technical, hands-on engineering role. The ideal candidate combines deep Genesys Cloud engineering expertise with hands-on experience building advanced conversational or agentic AI applications using Genesys AI, Cognigy, Sierra, Decagon, Kore.ai, or similar platforms. The ideal candidate has extensive experience developing applications and integrations on Genesys Cloud and understands how to combine Genesys Cloud APIs, Architect, AI capabilities, experience orchestration, data, and enterprise systems to create production-grade solutions. A major focus of this role will be translating industry-specific business processes and customer challenges into reusable AI solutions. You will build AI applications, Digital Teammates, solution accelerators, and industry solutions for areas such as financial services, healthcare, insurance, retail, travel and hospitality, telecommunications, and the public sector. You will work closely with Product, Engineering, Innovations, customers, and partners to turn emerging Genesys AI capabilities, external AI technologies, and industry requirements into scalable, repeatable, and productized solutions that can be deployed across multiple customers. Key Responsibilities Design and build production-grade applications and industry solutions on Genesys Cloud, leveraging Genesys Cloud APIs, SDKs, events, integrations, AI capabilities, and platform services. Develop AI-powered customer and employee applications using Genesys Cloud AI capabilities, including AI Studio, Virtual Agent/Agentic Virtual Agent capabilities, Copilot, Architect, knowledge, and Experience Orchestration. Translate industry-specific business processes and use cases into scalable AI applications, combining Genesys Cloud capabilities with enterprise systems, data, knowledge, AI models, and agentic technologies. Build reusable industry solution accelerators, Digital Teammates, AI agents, workflows, and application components that can be configured and deployed across multiple customers within an industry. Develop industry solutions addressing complex business challenges across financial services, healthcare, insurance, retail, travel and hospitality, telecommunications, and public sector environments. Design sophisticated Genesys Architect flows and orchestration patterns across voice, digital, AI, workflows, data, and enterprise applications. Build integrations using Genesys Cloud Platform APIs, Data Actions, event-driven architectures, webhooks, and external APIs. Integrate Genesys Cloud with industry and enterprise platforms such as Salesforce, ServiceNow, Microsoft, AWS, CRM, ITSM, ERP, knowledge, healthcare, financial services, and workflow platforms. Build agentic applications and multi-agent workflows where AI agents can reason, retrieve information, invoke tools and APIs, execute business processes, and collaborate with human employees. Apply modern conversational and agentic AI patterns learned from platforms such as Genesys AI, Cognigy, Sierra, Decagon, Kore.ai, and similar technologies to build differentiated solutions on Genesys Cloud. Design AI applications that combine LLMs, enterprise knowledge, tool/API calling, workflow orchestration, business rules, and enterprise systems of record. Create reusable solution patterns that encapsulate industry workflows, business rules, integrations, AI capabilities, and best practices, accelerating time to value for customers. Work with industry experts, customers, Product, and Engineering teams to identify high-value use cases and convert them into repeatable, productized solutions. Build prototypes and MVPs using emerging Genesys Cloud AI and other AI technologies and rapidly convert successful concepts into scalable, production-ready industry applications. Design applications for enterprise-scale requirements including security, reliability, observability, scalability, performance, compliance, and governance. Provide technical leadership, architecture guidance, code reviews, and mentorship while remaining a hands-on builder and contributor. Required Qualifications Bachelor’s degree in Computer Science, Engineering, Artificial Intelligence, or a related technical discipline. 10+ years of software engineering, application development, or solution architecture experience. 5+ years of hands-on Genesys Cloud experience, including designing, developing, integrating, and deploying applications on the platform. Deep understanding of Genesys Cloud architecture, APIs, Architect, routing, conversations, integrations, Data Actions, and event-driven capabilities. Strong hands-on experience developing enterprise applications using modern programming languages such as Python, JavaScript/TypeScript, Java, or similar technologies. Experience building AI-powered applications, conversational AI solutions, virtual agents, or agentic applications using enterprise AI platforms and modern AI technologies. Strong understanding of modern AI architectures including LLMs, RAG, AI agents, tool calling, orchestration, multi-agent systems, conversational AI, and agentic workflows. Demonstrated experience building reusable enterprise or industry solutions, rather than only one-off customer implementations. Experience translating complex industry business processes and use cases into technical architectures and production applications. Experience building applications using REST APIs, SDKs, webhooks, event streams, microservices, and cloud-native architectures. Experience integrating Genesys Cloud with enterprise applications such as CRM, ITSM, ERP, knowledge, and workflow platforms. Experience translating AI capabilities into production-grade applications and reusable solutions, including integrations with enterprise APIs, knowledge systems, workflows, and business applications. Experience taking solutions from prototype/MVP through production deployment and operation. Demonstrated ability to provide technical leadership while remaining deeply involved in architecture, design, coding, prototyping, debugging, and implementation. Preferred Qualifications Hands-on experience with Genesys Cloud AI capabilities, including AI Studio, Virtual Agent/Agentic Virtual Agent, Copilot, Predictive Engagement, knowledge capabilities, and Experience Orchestration. Hands-on experience building production AI applications using Cognigy, Sierra, Decagon, Kore.ai, or similar enterprise conversational and agentic AI platforms. Experience developing custom applications and reusable solutions using the Genesys Cloud Developer Platform and APIs. Experience with Genesys Cloud CX voice and digital channels, including routing, Architect flows, bots, messaging, and agent experiences. Experience designing AI agents that combine conversational intelligence, reasoning, knowledge retrieval, tool/API calling, workflow orchestration, and business-process execution. Experience building agentic AI applications that integrate LLMs with enterprise APIs, knowledge systems, CRM/ITSM platforms, workflow engines, and other systems of record. Experience designing or developing industry-specific AI applications and reusable solution accelerators for financial services, healthcare, insurance, retail, telecommunications, travel and hospitality, or public sector. Understanding of industry-specific business processes, regulatory requirements, data models, and enterprise application ecosystems. Familiarity with AI development and orchestration frameworks such as LangChain, Semantic Kernel, AutoGen, CrewAI, or similar technologies. Experience with cloud platforms such as AWS, Azure, or Google Cloud, including AI services such as Amazon Bedrock. Experience with enterprise platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or similar ecosystems. Experience taking AI applications from prototype through enterprise production, including security, scalability, observability, governance, and reliability. Experience working in innovation teams, rapid prototyping environments, or customer co-creation programs. What Success Looks Like Success in this role means being able to take an industry business problem or use case and rapidly turn it into a working, production-quality AI application built on Genesys Cloud. More importantly, the goal is not simply to solve the problem for one customer. You will identify the common business process, integrations, AI capabilities, and orchestration patterns and turn them into a reusable industry solution that can be deployed across many customers. You should be equally comfortable understanding an industry business process, discussing architecture, working with Genesys Cloud APIs, designing an Architect flow, writing application code, integrating enterprise systems, connecting AI models and agents, implementing tool/API calling, debugging interactions, and demonstrating the finished solution to customers and executives. You should also be able to bring experience and architectural patterns from leading conversational and agentic AI platforms and apply those concepts effectively within the Genesys Cloud ecosystem. This is not a traditional high-level architecture role. We are looking for a hands-on Principal Engineer who knows Genesys Cloud deeply and can combine its AI, orchestration, API, and integration capabilities with modern agentic AI technologies to build the next generation of AI-powered industry solutions. 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 reasonable.accommodations@genesys.com. 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. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions. Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities. Sign up here. If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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