Principal Conversational AI Developer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

At Genesys, we're transforming the customer experience landscape with empathy, AI innovation, and global impact. As a Principal Virtual Agent Developer on our Self Service & AI (SS&AI) Professional Services Team, you'll play a key role in designing, developing, and deploying sophisticated AI-driven self-service and voicebot solutions across Genesys platforms. You'll collaborate with industry-leading partners such as Google and Amazon to deliver exceptional customer experiences powered by intelligent automation.

This is a senior, hands‑on role that blends technical leadership, architectural vision, and agile delivery.

• Lead the design, development, and testing of customized self‑service IVR and AI‑driven virtual agent applications using Genesys tools (Genesys Cloud Architect, Dialog Engine, and others).
• Partner with customers, business owners, and technical SMEs to define requirements, design call flows, and implement scalable, high‑performance solutions.
• Drive architecture design and integration with external platforms including Google Dialogflow and Amazon Lex.
• Define and tune ASR grammars to optimize accuracy and performance in natural language understanding (NLU) and speech applications.
• Provide technical estimates and lead end‑to‑end solution delivery through agile methods.
• Mentor developers, influence best practices, and contribute to operational strategies that align with Genesys' long‑term vision.
• Collaborate cross‑functionally with UI designers, QA engineers, product owners, and scrum masters to ensure quality outcomes.
• Execute test scripts, perform UAT and QA validation, and deliver solution knowledge transfer to customers and partners.
• Provide feedback to product and engineering teams regarding APIs, documentation, and product features.
• Demonstrate flexibility to support distributed global teams and customers across time zones.

• Bachelor's or Master's degree in Computer Science, Engineering, or related field (or equivalent experience).
• 8+ years of software development or professional services experience, with 6+ years focused on IVR, routing, or AI‑based bot development.
• Proven success leading technical project delivery and solution architecture initiatives.
• Expertise with speech and NLU platforms, including Genesys Cloud, Google Dialogflow, and Amazon Lex (webhook/fulfillment integration required).
• Experience defining and tuning ASR grammars and leveraging advanced speech recognition engines.
• Strong understanding of IVR architecture components such as telephony, caching, prompt servers, ASR, and diagnostics.
• Demonstrated ability to work in agile environments and drive user story creation and backlog prioritization.
• Hands‑on programming experience in languages such as Java, C#, or Python.
• Strong analytical, problem‑solving, and communication skills.
• Proven ability to manage customer relationships, navigate complex technical discussions, and resolve escalated issues.
• Must be able to work U.S. hours and travel up to 25%.

• GCP or AWS certification.
• Experience developing Genesys applications using Architect, Dialog Engine, Composer, Designer, or Intelligent Automation.
• Experience with predictive routing and IVR integration across premise and cloud environments.
• Familiarity with generative AI applications in conversational design.
• Experience tuning bot intents and performance…