Senior Principal, AI Software Engineer– Agentic & Industry Solutions

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. Senior Principal, AI Software Engineer – Agentic & Industry Solutions   Role Overview: Drive the design and delivery of next-generation AI powered customer and employee experiences that operate at enterprise scale. This role shapes how organizations use agentic AI to orchestrate interactions, automate complex workflows, and improve business outcomes across industries. At Genesys, we are redefining experience orchestration through AI innovation and human-centered design, enabling companies to deliver personalized, empathetic engagement at scale. You will own the architecture and development of reusable AI solutions that accelerate adoption across customers while influencing product direction, technical strategy, and industry innovation. This position offers high visibility across executive stakeholders and the opportunity to define how AI transforms customer experience platforms globally.

Design and deliver scalable agentic AI solutions that improve customer experience, reduce operational friction, and increase automation efficiency across enterprise environments Build and operationalize reusable AI agents, copilots, and workflow components that accelerate deployment and time to value across multiple industries Architect multi-agent systems that coordinate AI services, enterprise applications, knowledge systems, and human interactions to drive measurable business outcomes Develop production-grade AI applications using modern frameworks, cloud-native architectures, and orchestration platforms to support high availability and performance Create industry-specific solution accelerators that address complex challenges in sectors such as financial services, healthcare, retail, and public sector Lead the design of RAG-based knowledge systems and enterprise AI integrations that improve accuracy, decision support, and user experience Drive API-first and event-driven architectures that integrate Genesys Cloud with CRM, ERP, and enterprise workflow platforms Partner with product, engineering, and customer stakeholders to translate emerging AI capabilities into scalable, market-ready solutions Build prototypes and MVPs that validate innovation opportunities and influence long-term product and platform strategy Establish best practices for AI architecture, observability, security, and governance to support enterprise adoption Required Qualifications: Bachelor’s degree in Computer Science, Engineering, Artificial Intelligence, Data Science, or a related field 10+ years of experience in software engineering, solution architecture, or cloud-native application development 5+ years of experience designing and implementing AI, conversational AI, or intelligent automation solutions Strong hands-on experience building scalable enterprise applications using modern programming languages such as Python or JavaScript Proven experience delivering solutions from concept through production deployment in enterprise environments Deep understanding of AI architectures including multi-agent systems, LLM integration, and RAG frameworks Experience designing integrations across enterprise platforms such as CRM, ERP, and workflow systems Demonstrated ability to influence technical direction and mentor engineers and architects Strong communication skills with experience engaging cross-functional and executive stakeholders Preferred Qualifications: Master’s degree in a