Sr. Software Engineer, CX AI Agents

Sr. Software Engineer, CX AI Agents

locations

North Carolina, USA

United States

time type

Full time

posted on

Posted Today

job requisition id

JR110668

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.

Role Overview

Shape how enterprises deliver customer experiences by building and deploying AI agents that interact directly with customers across voice, messaging, chat, and other digital channels.

This role requires hands-on experience building or implementing customer experience AI agents in production environments. We are looking for someone who has developed AI agents that engage with customers, understand intent, take actions, integrate with business systems, complete customer tasks, and hand off to human agents when appropriate.

Your experience may come from software engineering, conversational AI development, implementation engineering, professional services, or another hands-on technical role. What matters most is that you have personally built and delivered customer-facing AI agents, not simply worked with LLMs, RAG applications, internal copilots, or AI prototypes.

You will work within an innovations team that functions as a product studio, taking real customer problems from discovery through design, development, integration, and production deployment. You will build solutions on top of Genesys Cloud that can ultimately scale across customers and industries through AppFoundry.

This position is not eligible for employer-sponsored work authorization (e.g., H-1B, TN, O-1, or other employment-based visas), now or in the future. Applicants must be legally authorized to work in the United States at the time of application and throughout employment without the need for current or future employer sponsorship.

Key Responsibilities

• Build and deploy customer-facing AI agents for voice, messaging, chat, and other customer experience channels

• Design AI agents that can understand customer needs, maintain context, make decisions, use tools and APIs, and complete customer tasks

• Build experiences that effectively manage AI-to-human handoffs, including context transfer, routing, and escalation

• Integrate CX AI agents with APIs, CRM platforms, enterprise applications, knowledge sources, authentication systems, and business workflows

• Own solutions from customer problem discovery through architecture, development, integration, testing, implementation, and production deployment

• Partner with customers, product teams, solution consultants, and technical stakeholders to translate CX problems into working AI solutions

• Design for the realities of production customer interactions, including guardrails, reliability, latency, observability, security, and failure handling

• Evaluate agent performance based on task completion, resolution, escalation, customer outcomes, and other measurable CX results

• Rapidly prototype and iterate while developing reusable solutions and patterns that can scale across customers and industries

• Required Qualifications

• Hands-on experience building, implementing, and deploying customer-facing AI agents in production customer experience environments

• Experience building AI agents that interact directly with customers through voice, messaging, chat, virtual agent, or other conversational channels

• Demonstrated experience designing agents that do more than answer questions, including the ability to take actions, call APIs or tools, interact with business systems, and complete customer tasks

• Experience designing or implementing human-agent handoffs, escalation paths, context management, and conversational workflows

• Experience integrating CX AI agents with enterprise systems, APIs, CRM platforms, customer data, knowledge sources, or business processes

• Experience taking customer-facing AI solutions from development or implementation through production deployment and ongoing iteration

• Approximately 5+ years of hands-on technical experience building or implementing software solutions

• Strong software development experience using Python, TypeScript, JavaScript, Java, Node.js, or similar technologies

• Experience deploying and operating applications in AWS or comparable cloud environments

• Experience working directly with customers or customer-facing teams to understand requirements and turn them into working technical solutions

• Ability to independently solve ambiguous technical problems and own delivery from concept through production

• Preferred Qualifications

• Experience with contact center, CCaaS, conversational AI, virtual agent, or AI-powered customer service platforms

• Experience building voice AI agents, messaging agents, virtual agents, agent assist, or automated customer service experiences

• Experience with platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Twilio, Salesforce, ServiceNow, or similar CX technologies

• Background in software engineering, conversational AI development, implementation engineering, professional services, or customer-facing technical delivery

• Experience designing AI solutions around authentication, transactions, customer data, compliance, security, and enterprise governance

• Experience with distributed systems, event-driven architectures, observability, and enterprise SaaS environments

Compensation

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$115,500.00 - $203,100.00

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

• Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

• What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

• Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

• Stay Connected

• Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

• Get notified about relevant opportunities.

• Be the one building what's next - where AI, experience and impact come together.

• Employee Referral

• If a Genesys employee referred you, please apply using the link they share