Bilingual Agentic AI and NLU Engineer (English & Spanish)
About The Position
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. Remote US-based This role is focused on building and improving Virtual Agents and Agentic Agents on Genesys Cloud in English and Spanish. You will develop NLU models and perform prompt engineering strategies, as well as review and improve post-launch performance. The work is hands-on and data-driven, involving ongoing analysis of real conversations and continuous tuning of both NLU and prompt performance. You will also work directly with customers to understand requirements, review performance, and explain improvements. This is a good fit for someone who enjoys working deeply with language data, refining models and prompts through iteration, and directly impacting how well automated systems perform in production.
Requirements
- Master's degree in Computer Science, Data Science, Machine Learning or related technical field
- 3-5 years of experience working with conversational AI, generative AI, or related language technologies
- Fluency in Spanish is needed for projects.
- Applicants must be authorized to work in the U.S. now and in the future without sponsorship.
- Experience with python and nodeJS for data preparation, analysis, evaluation, and tuning
- Experience with Genesys Cloud, other CCaaS or conversational AI platforms
- Comfortable presenting findings, recommendations and performance improvements to customers
- Comfortable working independently while collaborating with cross-functional teams
Nice To Haves
- French is an asset
Responsibilities
- Design and develop prompts for Agentic Virtual Agents to drive task completion
- Structure prompts to ensure proper grounding, tool/API usage, and response consistency
- Analyze failures in LLM-driven interactions and identify root causes (prompt, orchestration, or data issues)
- Iteratively refine prompts to improve reliability, edge-case handling, and user experience
- Evaluate end-to-end performance across NLU and LLM layers, implementing optimizations
- Establish and apply evaluation frameworks for continuous improvement of agentic systems
- Design and build NLU models (intents, entities, utterances) aligned to real user behavior and business use cases
- Define intent taxonomy and entity structures to ensure scalability and maintainability
- Create and curate high-quality training data to maximize coverage and accuracy
- Analyze conversation logs to identify misclassifications, false positives, gaps, and edge cases
- Perform post-launch tuning of NLU models through updates to training data, intent structure, and entity recognition
- Create and execute scripts to aid in analysis and application of updates to NLU models
- Measure and track NLU performance using defined evaluation metrics and test sets
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
- paid volunteer time
- August Free Fridays
- well-being resources and regionally tailored programs for employees and their families.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
