Senior AI/ML Engineer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Title: Senior AI/ML Engineer

Department & Team: AI Group, Conversational AI

Description:

The Conversational AI group are seeking a Senior AI/ML Engineer to join the team and help drive the innovation and evolution of our Conversational AI solutions with a focus on Generative AI systems at global scale (reaching over 7,500 organizations in 100+ countries). This role offers the opportunity to shape the future of our AI capabilities while leading complex technical initiatives that will shape our journey towards Agentic AI. You'll work at the intersection of cutting-edge AI research and practical implementation, delivering solutions that have a significant organizational impact. You will collaborate closely with UX designers, and product teams supporting each other to bring state-of-the-art AI technologies to production.

This is an opportunity to shape the future of AI-driven conversations and develop robust, scalable architectures for intelligent agents. And a great opportunity to work at the intersection of software engineering and AI research. If you are passionate about building next-generation AI applications and have a strong background in software engineering, distributed systems, and AI development, we’d love to hear from you.

What You Will Do:

- Design and execute POCs that push the boundaries of conversational AI and virtual agent capabilities, contributing to organizational growth through creative technical solutions.

- Develop, maintain, enhance, and evolve our Virtual Agents engine, applying advanced AI/ML concepts to solve extremely complex problems in natural language understanding and generation.

- Help deliver our roadmap toward Agentic AI, translating cutting-edge research into practical and scalable solutions.

- Own technical initiatives involving cross-functional teams, delegating work effectively while maintaining high standards through technical review.

- Influence and collaborate: work closely with product teams, customers, and vendors to translate business requirements into innovative technical solutions.

What We're Looking For:

- Ideally, a degree in Computer Science, Software Engineering, Data Science, or related disciplines. However, this is not a hard requirement as we recognise there are many diverse paths into software careers.

- 5+ years of software engineering experience with demonstrated expertise in AI/ML systems (advanced degrees may reduce requirement by 2--4 years).

- Deep expertise in conversational AI, NLP, and dialogue systems with proven track record of delivering production systems.

- Strong software engineering fundamentals including system design, data structures, algorithms, and software architecture.

- Experience in working on complex technical projects and delivering technical outcomes.

- Excellent communication skills with the ability to influence and explain complex concepts across organizational levels.

- Strong problem-solving skills and ability to work in a fast-paced, collaborative environment.

- Independent judgment in developing novel approaches to challenging AI problems.

Desirable Experience or an Interest in Learning:

- Experience with Large Language Models (LLMs) and their application in conversational systems. Hand-on experience with fine-tuning, and prompt engineering.

- Knowledge of multi-agent systems/frameworks and agentic AI architectures.

- Familiarity with voice AI technologies and multimodal conversational interfaces.

- Experience with MLOps and deploying AI systems at scale.

- Background in reinforcement learning for dialogue optimization.

- Understanding of enterprise AI governance and responsible AI practices.

- Interest in emerging areas like tool-using AI agents and autonomous decision-making systems.

- Experience with cloud platforms (particularly AWS) and AI/ML technologies.

- Experience with vector databases and retrieval-augmented generation (RAG).

- Contributions to open-source AI projects, research publications, or patents in AI/ML.

If you are excited about pushing the boundaries of conversational AI and agentic intelligence while leveraging strong software skills, we encourage you to apply and be part of our team!

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

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 reasonable.accommodations@genesys.com.

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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 and veteran status, and other protected characteristics.

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