Lead Conversational AI Developer

Genesys empowers organizations of all sizes to enhance loyalty and business outcomes by creating exceptional experiences for their customers and employees. With Genesys Cloud, our AI-powered Experience Orchestration platform, we help organizations accelerate growth by delivering personalized experiences at scale, driving customer loyalty, workforce engagement, and operational improvements.

We believe in the power of empathy and collaboration, and we offer the independence to make a significant impact while enjoying the benefits of a larger tech company. Join us to shape the future of customer experience.

Job Summary

As a Lead Virtual Agent Developer on our Self Service & AI (SS&AI) Professional Services Team, you'll be instrumental in designing, developing, and deploying advanced AI-driven self-service and voicebot solutions. Collaborating with industry-leading partners such as Google and Amazon, you'll deliver exceptional customer experiences powered by intelligent automation in this senior, hands-on role that combines technical leadership, architectural vision, and agile delivery.

Key Responsibilities

• Lead the design, development, and testing of customized self-service IVR and AI-driven virtual agent applications utilizing Genesys tools (Genesys Cloud Architect, Dialog Engine, and more).
• Engage 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 like Google Dialogflow and Amazon Lex.
• Define and optimize ASR grammars to enhance accuracy and performance in natural language understanding (NLU) and speech applications.
• Provide technical estimates and guide end-to-end solution delivery using agile methodologies.
• Mentor developers, influence best practices, and contribute to operational strategies aligned with Genesys' long-term vision.
• Collaborate across functions with UI designers, QA engineers, product owners, and scrum masters to ensure quality outcomes.
• Execute test scripts, perform UAT and QA validation, and provide solution knowledge transfer to customers and partners.
• Give feedback to product and engineering teams regarding APIs, documentation, and product features.
• Demonstrate flexibility to support distributed global teams and customers across various time zones.

Required Qualifications

• 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, including 6+ years in IVR, routing, or AI-based bot development.
• Proven track record in 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 in defining and tuning ASR grammars and working with advanced speech recognition engines.
• Strong knowledge of IVR architecture components such as telephony, caching, prompt servers, ASR, and diagnostics.
• Demonstrated ability to work in agile environments while driving user story creation and backlog prioritization.
• Hands-on programming experience in languages such as Java, C#, or Python.
• Excellent analytical, problem-solving, and communication skills.
• Proven ability to manage customer relationships and navigate complex technical discussions to resolve escalated issues.
• Availability to work U.S. hours and travel up to 25%.

Preferred Qualifications

• GCP or AWS certification.
• Experience developing Genesys applications with Architect, Dialog Engine, Composer, Designer, or Intelligent Automation.
• Background in predictive routing and IVR integration across cloud and premise environments.
• Familiarity with generative AI applications in conversational design.
• Experience tuning bot intents and collecting performance analytics.
• Additional language proficiency is advantageous.

Why Join Genesys

Joining Genesys means becoming part of a global team that's redefining customer engagement. We value empathy, innovation, and collaboration to facilitate meaningful interactions through AI. You'll work with top-tier talent, shape the future of digital engagement, and leave a lasting impact on customer experiences worldwide.

Compensation

This position offers a competitive salary, with an expected base range listed below. Actual salaries will vary based on experience, qualifications, skills, and location. There may also be opportunities for commissions or performance-based bonuses.

$104,700.00 - $194,300.00

Benefits

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

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys

Genesys empowers over 8,000 organizations globally to create superior customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that integrates people, systems, data, and AI across the enterprise. This approach fosters customer loyalty, growth, and retention while enhancing operational efficiency and teamwork between human and AI workforces.

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 [email protected]. You can expect a response within 24-48 hours. To help us provide the best support, please include all requested information in your email. Note that this email is intended for job seekers requesting accommodations; inquiries unrelated to accommodations may not receive a response.

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

Please be aware that recruiters will never ask for sensitive personal or financial information during the application process.