Lead AI Solutions Architect

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.

Genesys is seeking a hands-on Conversational AI Engineer to build, optimize, and continuously improve Virtual Agents and Agentic Virtual Agents on Genesys Cloud. In this role, you will combine NLU development, prompt engineering, data analysis, and customer collaboration to improve the reliability and effectiveness of automated customer experiences in production.

You will work deeply with real-world conversation data, iteratively refining NLU models and LLM prompts while partnering with customers and cross-functional teams to translate business requirements into measurable improvements. This is an opportunity to directly influence how AI-powered experiences perform at scale while embracing empathy, collaborating across teams, and thinking big about the future of conversational AI.

Key Responsibilities

Agentic Virtual Agent Configuration and Tuning

• Design and develop prompts for Agentic Virtual Agents that drive reliable task completion and high-quality customer experiences.
• Structure prompts to support appropriate grounding, tool and API usage, orchestration, and response consistency.
• Analyze failures in LLM-driven interactions and identify root causes across prompts, orchestration, data, and system behavior.
• Refine prompts iteratively to improve reliability, edge-case handling, task completion, and user experience.
• Evaluate end-to-end performance across NLU and LLM layers and implement data-driven optimizations.
• Establish and apply evaluation frameworks and test methodologies that support continuous improvement of agentic systems.

NLU Development

• Design and build NLU models, including intents, entities, and utterances, that reflect real user behavior and business requirements.
• Define scalable intent taxonomies and entity structures that support model accuracy, maintainability, and future growth.
• Create and curate high-quality training data to improve model coverage, precision, and accuracy.
• Translate customer requirements and conversation patterns into effective conversational AI designs.

NLU Analysis and Optimization

• Analyze production conversation logs to identify misclassifications, false positives, coverage gaps, and edge cases.
• Optimize post-launch NLU performance through updates to training data, intent structures, and entity recognition.
• Develop and execute scripts that support analysis, evaluation, and efficient implementation of NLU model improvements.
• Measure and track NLU performance using defined evaluation metrics, test sets, and production data.
• Communicate performance findings, recommendations, and measurable improvements to customers and internal stakeholders.

Qualifications

• Bring a master's degree in Computer Science, Data Science, Machine Learning, or a related technical field.
• Demonstrate 3 to 5 years of experience working with conversational AI, generative AI, NLU, NLP, or related language technologies.
• Apply Python and Node.js experience to data preparation, analysis, evaluation, automation, and model tuning.
• Demonstrate experience working with Genesys Cloud, another CCaaS platform, or a conversational AI platform.
• Apply hands-on experience developing, evaluating, or optimizing NLU models and LLM-based conversational experiences.
• Analyze complex conversational AI performance issues and translate findings into actionable improvements.
• Present technical findings, recommendations, and performance results clearly to customers and stakeholders.
• Work independently while collaborating effectively with engineering, product, customer-facing, and other cross-functional teams.

Preferred Qualifications

• Bring hands-on experience with prompt engineering and evaluation techniques for LLM-powered or agentic AI systems.
• Demonstrate experience analyzing production conversation data and improving post-launch conversational AI performance.
• Apply experience with evaluation frameworks, test-set development, experimentation, or performance measurement for AI systems.
• Communicate professionally in Spanish in addition to English

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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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.