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.
The Conversational AI group are seeking a Staff AI/ML Engineer to join the team and drive the innovation and evolution of our Conversational AI solutions with a focus on Generative AI systems at global scale. Our Agentic Virtual Agents are already in production, serving customers across more than 11,000 organizations in 100+ countries. As a Staff AI/ML Engineer, you’ll set the technical direction for the next generation of these agents: more autonomous, reliable, multilingual and voice-capable, and measurably better in quality, latency and cost. You’ll work across the full lifecycle, from prototyping emerging technologies to hardening them for production at global scale, and you’ll shape how our engineering organization builds, evaluates and governs agentic systems.
What You Will Do :
Own technical direction: define the architecture and roadmap for our agentic platform (planning, tool use, memory, orchestration, multi-agent collaboration) and drive it across multiple teams.
Raise the quality bar: build the evaluation foundation for non-deterministic systems, including offline and online evals, LLM-as-judge, simulation and regression testing, and production quality monitoring.
Make agents production-grade: improve reliability, safety and guardrails, latency and cost (model routing, caching, distillation, small-model strategies) at global scale.
Advance autonomy and voice: extend agents to more complex, multi-step, tool-using workflows and real-time voice and multimodal experiences.
Apply research: turn emerging research into validated production capabilities, using experiments to test ideas quickly and without disrupting live customers.
Lead and multiply: run large cross-functional initiatives, set standards through design and technical reviews, and mentor senior engineers.
Partner: work with product, UX, customers and vendors to turn business needs into trusted AI 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.
7+ years of software engineering experience with demonstrated expertise in AI/ML systems, including recent experience shipping LLM-based or agentic systems to production.
Hands-on experience designing agentic architectures: tool and function calling, planning, memory, RAG, multi-agent patterns, and context engineering.
Proven experience evaluating and monitoring LLM systems in production, including quality metrics, guardrails, and managing hallucination and safety risks.
Strong software engineering and distributed systems fundamentals, with experience running low-latency, multi-tenant services at scale.
Strong hands-on experience building and running production systems in cloud environments, ideally AWS, with Azure or GCP experience also relevant.
Track record of technical leadership across teams: setting direction, making architecture decisions and mentoring engineers.
Excellent communication, with the ability to explain trade-offs to engineers, product leaders and customers.
Desirable Experience or an Interest in Learning :
Experience with Large Language Models (LLMs) and their application in conversational systems. Fine-tuning, distillation or preference optimization (e.g., RL-based methods) for task-specific models.
Familiarity with voice AI technologies (ASR/TTS, turn-taking,…