Sr. Software Engineer, CX AI Agents

Genesys Cloud Services, Inc.; Menlo Park (CA); Hybrid; USD 116,000 - 203,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Telehealth

Flexible work schedules

Career growth opportunities

Open time off with holidays

401(k) matching

Job summary

Genesys Cloud Services, Inc. is seeking an hands-on AI engineer to build and deploy customer-facing AI agents within our CX platform. You will work on voice, chat, and messaging channels, delivering production-grade AI experiences.

You will collaborate with customers and product teams to translate CX problems into scalable AI solutions, ensuring reliability, latency, and security in enterprise environments.

Job description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

Role Overview

Shape how enterprises deliver customer experiences by building and deploying AI agents that interact directly with customers across voice, messaging, chat, and other digital channels.

This role requires hands-on experience building or implementing customer experience AI agents in production environments. We are looking for someone who has developed AI agents that engage with customers, understand intent, take actions, integrate with business systems, complete customer tasks, and hand off to human agents when appropriate.

Your experience may come from software engineering, conversational AI development, implementation engineering, professional services, or another hands-on technical role. What matters most is that you have personally built and delivered customer-facing AI agents, not simply worked with LLMs, RAG applications, internal copilots, or AI prototypes.

You will work within an innovations team that functions as a product studio, taking real customer problems from discovery through design, development, integration, and production deployment. You will build solutions on top of Genesys Cloud that can ultimately scale across customers and industries through AppFoundry.

This position is not eligible for employer-sponsored work authorization (e.g., H-1B, TN, O-1, or other employment-based visas), now or in the future. Applicants must be legally authorized to work in the United States at the time of application and throughout employment without the need for current or future employer sponsorship.

Key Responsibilities

• Build and deploy customer-facing AI agents for voice, messaging, chat, and other customer experience channels
• Design AI agents that can understand customer needs, maintain context, make decisions, use tools and APIs, and complete customer tasks
• Build experiences that effectively manage AI-to-human handoffs, including context transfer, routing, and escalation
• Integrate CX AI agents with APIs, CRM platforms, enterprise applications, knowledge sources, authentication systems, and business workflows
• Own solutions from customer problem discovery through architecture, development, integration, testing, implementation, and production deployment
• Partner with customers, product teams, solution consultants, and technical stakeholders to translate CX problems into working AI solutions
• Design for the realities of production customer interactions, including guardrails, reliability, latency, observability, security, and failure handling
• Evaluate agent performance based on task completion, resolution, escalation, customer outcomes, and other measurable CX results
• Rapidly prototype and iterate while developing reusable solutions and patterns that can scale across customers and industries

Required Qualifications

• Hands-on experience building, implementing, and deploying customer-facing AI agents in production customer experience environments
• Experience building AI agents that interact directly with customers through voice, messaging, chat, virtual agent, or other conversational channels
• Demonstrated experience designing agents that do more than answer questions, including the ability to take actions, call APIs or tools, interact with business systems, and complete customer tasks
• Experience designing or implementing human-agent handoffs, escalation paths, context management, and conversational workflows
• Experience integrating CX AI agents with enterprise systems, APIs, CRM platforms, customer data, knowledge sources, or business processes
• Experience taking customer-facing AI solutions from development or implementation through production deployment and ongoing iteration
• Approximately 5+ years of hands‑on technical experience building or implementing software solutions
• Strong software development experience using Python, TypeScript, JavaScript, Java, Node.js, or similar technologies
• Experience deploying and operating applications in AWS or comparable cloud environments
• Experience working directly with customers or customer‑facing teams to understand requirements and turn them into working technical solutions
• Ability to independently solve ambiguous technical problems and own delivery from concept through production

Preferred Qualifications

• Experience with contact center, CCaaS, conversational AI, virtual agent, or AI‑powered customer service platforms
• Experience building voice AI agents, messaging agents, virtual agents, agent assist, or automated customer service experiences
• Experience with platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Twilio, Salesforce, ServiceNow, or similar CX technologies
• Background in software engineering, conversational AI development, implementation engineering, professional services, or customer‑facing technical delivery
• Experience designing AI solutions around authentication, transactions, customer data, compliance, security, and enterprise governance
• Experience with distributed systems, event‑driven architectures, observability, and enterprise SaaS environments

Compensation:

$115,500.00 - $203,100.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Working at Genesys

• AI at enterprise scale- Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+new AI features were released in the last fiscal year.
• A flexible‑first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future‑ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

Be the one building what's next - where AI, experience and impact come together.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail].

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation‑such as application follow‑ups or resume submissions‑may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.