Principal Conversational AI Engineer (Remote)

Genesys Cloud Services, Inc.; Indianapolis (IN); Remote; USD 111,000 - 194,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

Development and career growth

Open Time Off + 10 holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a hands-on Conversational AI Engineer to build, optimize, and improve Virtual Agents on Genesys Cloud. You will combine NLU development, prompt engineering, data analysis, and customer collaboration to enhance automated customer experiences in production.

You will work with real-world conversation data, iteratively refining NLU models and LLM prompts while partnering with customers and cross-functional teams to translate business requirements into measurable improvements,

Qualifications

• Master's degree in a related technical field.
• 3–5 years of experience with conversational AI, NLU/NLP.
• Proficient in Python and Node.js for data work and model tuning.
• Hands-on experience with NLU/LLM-driven conversational experiences.
• Experience with Genesys Cloud or other CCaaS platforms.
• Ability to translate findings into actionable improvements.
• Clear communication of technical results to stakeholders.
• Independent contributor who collaborates effectively with cross-functional teams.

Responsibilities

• Design and develop prompts for Agentic Virtual Agents to ensure task completion and quality.
• Structure prompts for grounding, tool usage, orchestration, and response consistency.
• Analyze failures in LLM-driven interactions to identify root causes across prompts and data.
• Refine prompts iteratively to improve reliability and edge-case handling.
• Evaluate end-to-end performance across NLU and LLM layers; implement data-driven optimizations.
• Establish evaluation frameworks and testing methodologies for continuous improvement of agentic systems.
• Design and build scalable NLU models including intents, entities, and utterances.
• Define taxonomy and data pipelines to support model accuracy and growth.
• Create and curate high-quality training data for model coverage and accuracy.
• Translate customer requirements into effective conversational AI designs.
• Analyze production data to identify misclassifications and coverage gaps.

Skills

Python

Node.js

NLU

NLP

Education

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

Tools

Genesys Cloud

Job description

Genesys is seeking a hands-on Conversational AI Engineer to build, optimize, and improve Virtual Agents on Genesys Cloud. You will combine NLU development, prompt engineering, data analysis, and customer collaboration to enhance automated customer experiences in production.

You will work with real-world conversation data, iteratively refining NLU models and LLM prompts while partnering with customers and cross-functional teams to translate business requirements into measurable improvements,