Senior Conversational AI Architect (Remote)

Genesys; United States; 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 in addition to 10 paid 0

401(k) matching program

Adoption Assistance

Fertility treatments

Job summary

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

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

Qualifications

• Master’s degree in CS/DS/ML or related field.
• 3–5 years of experience in conversational AI, NLU/NLP.
• Proficient in Python and Node.js for data prep, analysis, evaluation, automation and model tuning.
• Experience with Genesys Cloud or CCaaS platforms.
• Hands-on experience developing, evaluating, or optimizing NLU models and LLM‑based conversations.
• Ability to present technical findings and recommendations to customers and stakeholders.
• Able to work independently while collaborating with cross‑functional teams.

Responsibilities

• Design and develop prompts for Agentic Virtual Agents to drive reliable task completion.
• Structure prompts for grounding, tool usage, orchestration and response consistency.
• Analyze failures in LLM‑driven interactions and identify root causes.
• Refine prompts to improve reliability and edge‑case handling.
• Evaluate end‑to‑end performance across NLU and LLM layers and implement data‑driven optimizations.
• Establish evaluation frameworks and test methodologies for continuous improvement of agentic systems.
• Design and build NLU models including intents, entities and utterances.
• Translate customer requirements into effective conversational AI designs.
• Analyze production logs to identify misclassifications and coverage gaps.
• Communicate performance findings to customers and stakeholders.
• Collaborate with engineering, product and customer‑facing teams.

Skills

Conversational AI

NLU/NLP

Python

Node.js

LLM prompts

Data analysis

Cross-functional collaboration

Presentation skills

Education

Master's degree in Computer Science, Data Science, Machine Learning, or related field

Tools

Genesys Cloud

NLP frameworks

Job description

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

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