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.

Description:

The Conversational AI group are seeking a Senior AI/ML Engineer to join the team and drive the technical excellence and evolution of our Conversational AI solutions with a focus on Generative AI systems at global scale (reaching over 7,500 organizations in 100+ countries). This role offers the opportunity to shape the future of our AI capabilities while leading complex technical initiatives that will shape our journey towards Agentic AI. You'll work at the intersection of cutting-edge AI research and practical implementation, delivering solutions from conception to deployment that have a significant organizational impact. You will collaborate closely with UX designers, and product teams supporting each other to bring state-of-the-art AI technologies to production.

This is an opportunity to shape the future of AI-driven conversations and develop robust, scalable architectures for intelligent agents. And a great opportunity to work at the intersection of software engineering and AI research. If you are passionate about building next-generation AI applications and have a strong background in software engineering, distributed systems, and AI development, we’d love to hear from you.

What You Will Do:

• Innovation and development: design and implement POCs that push the boundaries of conversational AI and virtual agent capabilities, contributing to organizational growth through creative technical solutions.

• Architect and develop: maintain, enhance, and evolve our Virtual Agents engine, applying advanced AI/ML concepts to solve extremely complex problems in natural language understanding and generation.

• Drive technical vision: shape and deliver our roadmap toward Agentic AI, translating cutting-edge research into practical and scalable solutions.

• Project leadership: manage major technical initiatives involving cross-functional teams, delegating work effectively while maintaining high standards through technical review.

• Mentor and guide: provide technical coaching and training to junior engineers across the organization, reviewing their work and helping them grow their technical capabilities.

• Influence and collaborate: work closely with product teams, customers, and vendors to translate business requirements into innovative technical solutions.

What We're Looking For:

• Ideally, a degree in Computer Science, Software Engineering, Data Science, or related disciplines. However, this is not a hard requirement as we recognise there are many diverse paths into software careers.

• 5+ years of AI/ML engineering experience with demonstrated expertise in AI/ML systems (advanced degrees may reduce requirement by 2--4 years).

• Technical expertise in conversational AI, NLP, and dialogue systems with a proven track record of delivering production systems.

• Strong software engineering fundamentals, including system design, data structures, algorithms, and software architecture.

• Experience working on complex technical projects and managing technical deliverables.

• Strong communication skills with the ability to influence and explain complex concepts across organizational levels.

• Strong problem-solving skills and ability to work in a fast-paced, collaborative environment.

• Independent judgment in developing novel approaches to challenging AI problems.

Desirable Experience or an Interest in Learning:

• Experience with Large Language Models (LLMs) and their application in conversational systems. Hands-on experience with fine-tuning, prompt engineering, and retrieval-augmented generation (RAG).

• Knowledge of multi-agent systems/frameworks and agentic AI architectures.

• Familiarity with voice AI technologies and multimodal conversational interfaces.

• Background in reinforcement learning for dialogue optimization.

• Understanding of enterprise AI governance and responsible AI practices.

• Interest in emerging areas, such as tool-using AI agents and autonomous decision-making systems.

• Familiarity with cloud platforms (particularly AWS), AI/ML technologies, and MLOps practices.

• Contributions to open-source AI projects, research publications, or patents in AI/ML.

If you are excited about pushing the boundaries of conversational AI and agentic intelligence while leveraging strong software skills, we encourage you to apply and be part of our team!

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.

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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.