Senior Principal AI & Self-Service Bot Lead (Remote)

Genesys; Massachusetts; On-site; USD 136,000 - 239,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Flexible work options

401(k) matching

Job summary

Genesys in the United States is seeking an experienced SS&AI Professional Services lead to design, develop, and deliver customized self-service bot solutions using our AI-powered platform. You will collaborate with product owners, scrum masters and customer teams to drive end-to-end implementation and knowledge transfer for digital agents and IVR bots.

The role requires deep expertise in CCaaS, AI tooling, and client consulting, with travel as needed and a focus on delivering high-impact CX

Qualifications

• BS/MS/BA in Computer Science, Engineering or related field preferred.
• 10+ years of experience with commercial Digital CCaaS applications, routing, bots and development experience in appropriate tools.
• 6+ years experience with digital bots on platforms like Google Dialogflow and Amazon Lex; webhook/fulfillment experience.
• Must be able to work US hours.
• Strong understanding of generative and agentic AI tools.
• Experience in customer-facing roles and driving client consulting.

Responsibilities

• Design, develop and test highly customized Self-service digital and AI-driven Bot applications.
• Lead and own end-to-end delivery for SS&Ai projects across IVR, routing and bots.
• Create accurate development effort estimates with project managers and regional managers.
• Present proposed digital bot solutions and transfer knowledge at engagement conclusions.
• Develop test scripts for call flows and leverage Genesys tools for UAT/QA.

Skills

Digital CCaaS

Bots development

Webhooks/Fulfillment

Architectural design

Agile leadership

English communication

Education

BS/MS/BA in CS/Engineering

Tools

Google Dialogflow

Amazon Lex

Genesys Cloud

Architect

Dialog Engine

Composer

Job description

Genesys in the United States is seeking an experienced SS&AI Professional Services lead to design, develop, and deliver customized self-service bot solutions using our AI-powered platform. You will collaborate with product owners, scrum masters and customer teams to drive end-to-end implementation and knowledge transfer for digital agents and IVR bots.

The role requires deep expertise in CCaaS, AI tooling, and client consulting, with travel as needed and a focus on delivering high-impact CX