Sr Principal Software Engineer (AI, Sierra, Genesys Cloud,)

Genesys; Chennai District; On-site; INR 3,800,000 - 7,000,000; Full time

Benefits offered by this job

Flexible work culture

Career growth programs

Volunteer time off

Job summary

Genesys is seeking a Senior Principal Software Engineer with deep Genesys Cloud experience to design and build AI-powered applications on the Genesys Cloud platform. You will lead architecture, implement enterprise-grade solutions, and mentor other engineers while actively coding.

You will translate complex industry use cases into scalable AI apps, build reusable accelerators, and integrate with CRM/ITSM/ERP systems. Expect hands-on leadership in a dynamic, enterprise-scale environment.

Qualifications

• Bachelor's degree in a technical field.
• 10+ years of software engineering, app development, or solution architecture.
• 5+ years hands-on Genesys Cloud experience (design/deploy/integrate).
• Strong coding skills in Python, JavaScript/TypeScript, Java or similar.
• Deep understanding of Genesys Cloud architecture, APIs, Architect, routing, integrations.

Responsibilities

• Design and build production-grade applications on Genesys Cloud.
• Develop AI-powered customer/employee applications using Genesys Cloud AI capabilities.
• Translate business use cases into scalable AI applications on the platform.
• Create reusable industry accelerators and agentic applications.
• Provide technical leadership, code reviews, and mentorship while coding.

Skills

Genesys Cloud

Python

JavaScript/TypeScript

Java

Architectural design

REST APIs

Event-driven

AI capabilities

Cloud platforms (AWS/Azure/Google)

Mentorship

Education

Bachelor's degree in Computer Science, Engineering, AI, or related

Tools

Genesys Cloud APIs

AI Studio / Virtual Agent

Job description

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**.* **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.* I**ntegrate 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.*** 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**.* 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**.* **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 certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.If you require