Senior Principal, Self-Service AI & Bot Solutions

Genesys Cloud Services, Inc.; Houston (TX); Hybrid; USD 136,000 - 239,000; 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 Cloud Services, Inc. is seeking an experienced SS&AI Engineer on the Self Service and AI team to design, develop, test, and deliver advanced digital bot applications and agentic virtual agents across Genesys platforms.

The role offers opportunities to work with in-house Genesys bots, along with Google Dialogflow and Amazon Lex, and to lead client-facing engagements, including workshops and hybrid delivery models. Strong AI, APIs, and architectural skills are essential.

Qualifications

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

Responsibilities

• Manage strategic initiatives and project delivery.
• Design digital bot flows with customers and partners.
• Develop and maintain routing applications for Digital Virtual Agents and Agentic Virtual Agents.
• Create development effort estimates with team leadership and project managers.
• Lead SS&AI team delivery and drive epics for IVR, routing, and bots.
• Present digital bot solutions and transfer knowledge at engagement end.
• Create and execute test scripts for call flows and use Genesys tools for QA support.
• Collaborate across global teams respecting time zones and cultures.

Skills

CCaaS platforms

Bot development

Dialogflow

Amazon Lex

Webhook development

English fluency

Client consulting

Travel willingness

Education

BS/MS/BA in CS or related

Tools

Genesys Cloud

Architect

Dialog Engine

Composer

Designer

Intelligent Automation

Job description

Genesys Cloud Services, Inc. is seeking an experienced SS&AI Engineer on the Self Service and AI team to design, develop, test, and deliver advanced digital bot applications and agentic virtual agents across Genesys platforms.

The role offers opportunities to work with in-house Genesys bots, along with Google Dialogflow and Amazon Lex, and to lead client-facing engagements, including workshops and hybrid delivery models. Strong AI, APIs, and architectural skills are essential.