Lead Conversational AI Architect — NLU & Prompts

Genesys Cloud Services, Inc.; Menlo Park (CA); Remote; USD 111,000 - 194,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Telehealth

Flexible work schedules

Work From Home opportunities

Career growth opportunities

Open Time Off + 10 paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a hands-on Conversational AI Engineer to architect and tune Agentic Virtual Agents within Genesys Cloud. You will craft prompts, define NLU models, and use data-driven methods to improve reliability of automated customer experiences at scale.

You will partner with customers and cross-functional teams to translate business requirements into measurable AI improvements, while leveraging real-world conversation data to refine models and prompts.

Qualifications

• Master’s degree in Computer Science, Data Science, ML or related field.
• 3–5 years of experience in conversational AI, generative AI, NLU, NLP, or related language tech.
• Proficient with Python and Node.js for data prep, analysis, evaluation, automation, and model tuning.
• Hands-on experience with Genesys Cloud or other CCaaS/conversational AI platforms.
• Experience developing, evaluating, or optimizing NLU models and LLM-based conversational experiences.
• Ability to translate findings into actionable improvements for complex AI systems.
• Strong communication of technical findings and recommendations to customers and stakeholders.
• Ability to work independently while collaborating with cross-functional teams.

Responsibilities

• Agentic Virtual Agent Configuration and Tuning: design prompts and structure prompts for grounding, tool usage, orchestration, and consistency.
• NLU Development: design intents/entities, create scalable taxonomies, build training data.
• NLU Analysis and Optimization: analyze logs, identify misclassifications, improve post-launch performance.
• Develop and run scripts to support analysis, evaluation and implementation of NLU improvements.
• Measure NLU performance with metrics and production data; communicate findings to stakeholders.

Skills

Master’s degree

Conversational AI

Python

Node.js

Genesys Cloud

CCaaS

NLU/LLM

Data analysis

Presentation of findings

Independent work

Education

Master’s degree in Computer Science/Data Science/ML

Tools

Genesys Cloud

CCaaS platforms

Job description

Genesys is seeking a hands-on Conversational AI Engineer to architect and tune Agentic Virtual Agents within Genesys Cloud. You will craft prompts, define NLU models, and use data-driven methods to improve reliability of automated customer experiences at scale.

You will partner with customers and cross-functional teams to translate business requirements into measurable AI improvements, while leveraging real-world conversation data to refine models and prompts.