AI Customer Experience Agent Principal Software 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.

Principal Software Engineer

Join the Innovation team at Genesys, where we’re redefining customer experience by building innovative, scalable solutions integrated with Genesys Cloud. We’re looking for a Principal Software Engineer to help design and deliver high-performance applications using AWS infrastructure. This is a unique opportunity to shape next-generation systems that impact customers around the globe.

Key Responsibilities:

• Develop advanced Agentic AI solutions leveraging the latest capabilities and tools available on the Genesys Cloud platform.
• Utilize AI-powered tools and frameworks to significantly accelerate code development and increase overall efficiency.
• Design and implement robust integrations to enhance and extend Agentic AI functionalities.
• Build scalable, high-performance backend applications using Go.
• Create dynamic, intuitive, and responsive front-end components with JavaScript and TypeScript.
• Deploy and manage containerized applications using Kubernetes on AWS.
• Integrate with Genesys Cloud APIs to deliver seamless enhancements to customer experience (CX) workflows.
• Optimize application performance, scalability, and reliability within cloud-native environments.
• Collaborate closely with product managers, architects, and UX designers to define technical requirements and deliver exceptional solutions.
• Write clean, maintainable, and well-documented code that adheres to industry best practices and engineering standards.
• Troubleshoot and resolve complex production issues with speed and precision.
• Actively participate in peer code reviews and provide mentorship to junior engineers.

Required Qualifications:

• Minimum of 10+ years of professional software development experience
• 2+ years working with AI solutions
• Proven expertise in agentic AI development, including hands-on experience with RAG, RAG pipelines and MCP framework
• Proficiency in Go for backend development
• Strong experience in system prompt engineering and tool use configuration and tuning
• Strong experience with JavaScript and TypeScript for front-end and full-stack applications
• Hands-on expertise with Kubernetes for orchestration and container lifecycle management
• Proven experience building and deploying cloud-native solutions on AWS (e.g., EKS, Fargate, Dynamo DB, EC2, ECS, Lambda, S3)
• Solid understanding of microservices architecture and RESTful API design
• Strong analytical and problem-solving skills with attention to detail
• Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent practical experience

Preferred Qualifications:

• Experience integrating with Genesys Cloud APIs or comparable customer experience platforms
• Exposure to UX design principles or experience developing intuitive user interfaces
• Familiarity with AWS-native services such as CloudFormation, Step Functions, or DynamoDB
• Demonstrated contributions to open-source projects or a strong GitHub portfolio

• Experience with DevOps tooling including Docker, CI/CD pipelines, and Terraform
• Knowledge of Agile/Scrum methodologies and team collaboration practices

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$165,400.00 - $290,800.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

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 [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.