Senior AI/ML Engineer

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.

We're a tight-knit, diverse team that believes AI innovation is at the heart of creating value with intelligent solutions. We're seeking a Senior AI/ML Engineer to design and build backend services and LLM-powered features in a cloud environment. You'll own complex systems, set technical direction within the team, mentor less experienced engineers, and turn open-ended problems into clear requirements, in a collaborative environment where people feel comfortable bringing their authentic selves to work.

• →Design and build backend APIs and services in the cloud (AWS preferred), lead design discussions, contribute to High Level Architecture documents, and make and justify technical decisions with security and privacy in mind
• →Write clear specifications and use them to generate, test and validate code, and build LLM-based features including prompt design, structured outputs and evaluation of model behaviour
• →Lead the design and delivery of features from open-ended problem to production, clarify requirements with Product Managers and other partners, and raise delivery risks early
• →Lead operational reliability (deployments, monitoring, incident response), improve CI/CD pipelines, and optimize performance and maintainability through refactoring
• →Mentor junior engineers, and set and uphold coding standards and best practices through code reviews

• University degree in Computer Science, AI/ML, Data Science, or related field (or equivalent experience), with 5+ years of software or AI/ML engineering experience, and the ability to solve complex technical problems independently within the team's domain
• Strong Python or Java skills, proven experience designing and building RESTful APIs and microservices, and solid working knowledge of cloud services (AWS preferred) including serverless computing, with proficiency in CI/CD tooling, Git and a testing-first approach
• Ability to write clear specifications and use them to generate, test and validate code, and to model and validate structured data such as schemas, policies and constraints
• Hands-on experience building with large language models, including prompt design, structured outputs and evaluating model behaviour, applying responsible AI practices for secure, reliable and responsible system behaviour
• Ability to explain technical trade-offs in plain language to PM, UX and other partners, turn open-ended problems into clear requirements, and mentor engineers while influencing decisions within the team

The following would be great additions but are not required:

• Experience with tool-using AI agents, multi-agent frameworks or workflow orchestration
• Experience with contact centre or customer experience platforms
• Experience with MLOps practices for deploying AI systems at scale, and with fine-tuning or adapting models
• Experience with data streaming platforms (Kafka) and event-driven design
• An awkward sense of humour and collaborative mindset (we appreciate authenticity and diverse perspectives in AI!)

Employee Referral

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.