Senior Principal, AI Software Engineer– Agentic & Industry Solutions

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.

Senior Principal, AI Software Engineer– Agentic & Industry Solutions 

About Genesys:

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Purpose 

The Principal Architect and AI Engineer – Agentic & Industry Solutions is a highly technical, hands-on leader responsible for designing, building, and scaling transformative AI-powered solutions on Genesys Cloud. Working within the Innovation Solutions organization, this role drives the development of reusable Agentic AI capabilities, industry-specific solution accelerators, and intelligent workflow automation that enable organizations to fundamentally transform customer and employee experiences. The Principal Architect and AI Engineer provides technical leadership and expertise across architecture, development, and solution delivery, collaborating with Product, Engineering, Strategic Customers, Industry SMEs, and Technology Partners to convert emerging AI technologies into scalable, market-leading solutions.

Responsibilities / Job Duties 

In this role, the primary responsibilities include (but are not limited to):

Agentic AI Solution Development 

• Design, build, and deploy Agentic AI solutions leveraging Genesys Cloud, AI Studio, Copilot, Architect, and Experience Orchestration capabilities

• Develop reusable AI Skills, Agents, Copilots, and workflow automation assets that can be deployed across customers and industries

• Build multi-agent workflows that coordinate AI agents, business applications, knowledge systems, and human interactions

• Create intelligent automation solutions that improve customer experience, employee productivity, and operational efficiency

• Develop production-grade AI applications using modern AI frameworks, orchestration platforms, and cloud-native architectures

Industry Solution Innovation 

• Design and develop industry-specific AI solution accelerators and reusable business capabilities

• Partner with industry SMEs and strategic customers to identify high-value business use cases suitable for Agentic AI automation

• Create repeatable solution blueprints for industries including Financial Services, Healthcare, Insurance, Retail & E-Commerce, Telecommunications, and Public Sector

• Build reusable business workflows, AI assistants, and orchestration patterns that address industry-specific challenges

• Develop packaged innovation assets that accelerate deployment and time-to-value

AI Architecture & Engineering 

• Define scalable architectures for Agentic AI applications and intelligent workflow automation

• Build Retrieval-Augmented Generation (RAG) solutions, knowledge orchestration frameworks, and enterprise AI integrations

• Design and implement integrations with CRM, ERP, CCaaS, knowledge management, workforce engagement, and enterprise workflow platforms

• Develop API-first architectures and event-driven solutions leveraging Genesys Cloud APIs and enterprise ecosystems

• Establish best practices for AI solution design, performance, observability, security, and governance

Innovation & Rapid Prototyping 

• Evaluate emerging AI technologies and determine their applicability to innovation initiatives

• Build proof-of-concepts, prototypes, and MVPs that validate new business opportunities and technical approaches

• Rapidly experiment with emerging frameworks, tools, and architectural patterns

• Contribute to innovation labs, customer co-innovation initiatives, and strategic transformation programs

• Transform innovative concepts into scalable and reu