Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As a Principal Conversational AI Developer, you will design, develop, and deploy AI-driven self-service and voicebot solutions, collaborating with partners like Google and Amazon to enhance customer experiences through intelligent automation.
Responsibilities
• Lead the design, development, and testing of customized self-service IVR and AI-driven virtual agent applications using Genesys tools (Genesys Cloud Architect, Dialog Engine, and others).
• Partner with customers, business owners, and technical SMEs to define requirements, design call flows, and implement scalable, high-performance solutions.
• Drive architecture design and integration with external platforms including Google Dialogflow and Amazon Lex.
• Define and tune ASR grammars to optimize accuracy and performance in natural language understanding (NLU) and speech applications.
• Provide technical estimates and lead end-to-end solution delivery through agile methods.
• Mentor developers, influence best practices, and contribute to operational strategies that align with Genesys’ long-term vision.
• Collaborate cross-functionally with UI designers, QA engineers, product owners, and scrum masters to ensure quality outcomes.
• Execute test scripts, perform UAT and QA validation, and deliver solution knowledge transfer to customers and partners.
• Provide feedback to product and engineering teams regarding APIs, documentation, and product features.
• Demonstrate flexibility to support distributed global teams and customers across time zones.
Skills
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 8+ years of software development or professional services experience, with 6+ years focused on IVR, routing, or AI-based bot development.
• Proven success leading technical project delivery and solution architecture initiatives.
• Expertise with speech and NLU platforms, including Genesys Cloud, Google Dialogflow, and Amazon Lex (webhook/fulfillment integration required).
• Experience defining and tuning ASR grammars and leveraging advanced speech recognition engines.
• Strong understanding of IVR architecture components such as telephony, caching, prompt servers, ASR, and diagnostics.
• Demonstrated ability to work in agile environments and drive user story creation and backlog prioritization.
• Hands-on programming experience in languages such as Java, C#, or Python.
• Strong analytical, problem-solving, and communication skills.
• Proven ability to manage customer relationships, navigate complex technical discussions, and resolve escalated issues.
• Must be able to work U.S. hours and travel up to 25%.
• GCP or AWS certification.
• Experience developing Genesys applications using Architect, Dialog Engine, Composer, Designer, or Intelligent Automation.
• Experience with predictive routing and IVR integration across premise and cloud environments.
• Familiarity with generative AI applications in conversational design.
• Experience tuning bot intents and performance analytics.
• Additional language fluency is a plus.
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
Company Overview
• Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth. It was founded in 1990, and is headquartered in Menlo Park, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.genesys.com.
Company H1B Sponsorship
• Genesys has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.
