Senior AI/ ML Engineer

Senior Ai/Ml Engineer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Conversational AI group is seeking a Senior AI/ML Engineer to join the team and drive the technical excellence and evolution of our Conversational AI solutions with a focus on Generative AI systems at global scale. This role offers the opportunity to shape the future of our AI capabilities while leading complex technical initiatives that will shape our journey towards Agentic AI. You'll work at the intersection of cutting-edge AI research and practical implementation, delivering solutions from conception to deployment that have a significant organizational impact. You will collaborate closely with UX designers, and product teams supporting each other to bring state-of-the-art AI technologies to production.

This is an opportunity to shape the future of AI-driven conversations and develop robust, scalable architectures for intelligent agents. And a great opportunity to work at the intersection of software engineering and AI research. If you are passionate about building next-generation AI applications and have a strong background in software engineering, distributed systems, and AI development, we'd love to hear from you.

What You Will Do:

• Innovation and development: design and implement POCs that push the boundaries of conversational AI and virtual agent capabilities, contributing to organizational growth through creative technical solutions.
• Architect and develop: maintain, enhance, and evolve our Virtual Agents engine, applying advanced AI/ML concepts to solve extremely complex problems in natural language understanding and generation.
• Drive technical vision: shape and deliver our roadmap toward Agentic AI, translating cutting-edge research into practical and scalable solutions.
• Project leadership: manage major technical initiatives involving cross-functional teams, delegating work effectively while maintaining high standards through technical review.
• Mentor and guide: provide technical coaching and training to junior engineers across the organization, reviewing their work and helping them grow their technical capabilities.
• Influence and collaborate: work closely with product teams, customers, and vendors to translate business requirements into innovative technical 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 recognize there are many diverse paths into software careers.
• 5+ years of AI/ML engineering experience with demonstrated expertise in AI/ML systems (advanced degrees may reduce requirement by 2--4 years).
• Technical expertise in conversational AI, NLP, and dialogue systems with a proven track record of delivering production systems.
• Strong software engineering fundamentals, including system design, data structures, algorithms, and software architecture.
• Experience working on complex technical projects and managing technical deliverables.
• Strong communication skills with the ability to influence and explain complex concepts across organizational levels.
• Strong problem-solving skills and ability to work in a fast-paced, collaborative environment.
• Independent judgment in developing novel approaches to challenging AI problems.

Desirable Experience or an Interest in Learning:

• Experience with Large Language Models (LLMs) and their application in conversational systems. Hands-on experience with fine-tuning, prompt engineering, and retrieval-augmented generation (RAG).
• Knowledge of multi-agent systems/frameworks and agentic AI architectures.
• Familiarity with voice AI technologies and multimodal conversational interfaces.
• Background in reinforcement learning for dialogue optimization.
• Understanding of enterprise AI governance and responsible AI practices.
• Interest in emerging areas, such as tool-using AI agents and autonomous decision-making systems.
• Familiarity with cloud platforms (particularly AWS), AI/ML technologies, and MLOps practices.
• Contributions to open-source AI projects, research publications, or patents in AI/ML.

Benefits:

• Flexible work schedules and work-from-home options
• Development and career growth opportunities
• Excellent pension scheme
• Bonus scheme
• Health Insurance
• Income Protection & Life Assurance
• Family-friendly leave allowances, including paid maternity and paternity leave.

If you are excited about pushing the boundaries of conversational AI and agentic intelligence while leveraging strong software skills, we encourage you to apply and be part of our team!