Sr. Manager, Software Engineering

Senior Engineering Manager

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.

Location: For this role we are looking for the successful candidate to work on a hybrid basis from our office in Galway City.

The Conversational AI group are seeking a Senior Engineering Manager to join the team and lead the development of Conversational AI solutions with a focus on Generative AI systems at global scale. In this role, you will oversee the development and evolution of our existing Virtual Agents engine while driving our strategic vision toward next-generation Agentic AI systems. You'll manage a team of talented engineers building cutting-edge AI solutions that enable intelligent, autonomous interactions at scale. 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. 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:

• Lead and mentor a team of software engineers developing conversational AI and virtual agent technologies.
• Drive the technical roadmap for our Virtual Agents engine, ensuring scalability, reliability, and performance.
• Collaborate with product, research, and design teams to translate our Agentic AI vision into actionable development plans.
• Oversee architecture decisions for multi-modal conversational systems and autonomous agent frameworks.
• Establish engineering best practices for AI/ML model integration, testing, and deployment.
• Manage project timelines, resource allocation, and stakeholder communication.
• Foster a culture of innovation while maintaining high engineering standards and code quality.
• Stay current with industry trends in conversational AI, LLMs, and agentic systems.

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.
• 5+ years of software engineering experience with 2+ years in engineering management.
• Strong technical background in software architecture, distributed systems, and API design.
• Proven track record of leading engineering teams and delivering complex technical projects.
• Excellent communication skills and ability to work cross-functionally.
• Strong proficiency in Python and/or Java, with experience in building microservice applications.
• Experience with AWS, microservices architecture, and scalable system design.
• Strong problem-solving skills and ability to make technical decisions under uncertainty.

Desirable Experience or an Interest in Learning:

• Hands-on experience developing REST API's using frameworks such as FastAPI, Spring Boot, or Flask-RESTX.
• Background in dialogue systems, chatbots, or virtual assistant platforms.
• Hands-on experience with LLMs (e.g., GPT, Claude, Mistral), fine-tuning techniques, and prompt engineering.
• Understanding of voice AI, speech recognition, or multi-modal AI systems
• Experience with AI agent frameworks (e.g., Bedrock, LangChain, AutoGPT, OpenAI Function Calling).

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

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