Sr. Software Engineer, CX AI Agents

Genesys•Raleigh, NC

3d•$115,500 - $203,100•Hybrid

About The Position

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. Role Overview Shape how enterprises deliver customer experiences by building and deploying AI agents that interact directly with customers across voice, messaging, chat, and other digital channels. This role requires hands-on experience building or implementing customer experience AI agents in production environments. We are looking for someone who has developed AI agents that engage with customers, understand intent, take actions, integrate with business systems, complete customer tasks, and hand off to human agents when appropriate. Your experience may come from software engineering, conversational AI development, implementation engineering, professional services, or another hands-on technical role. What matters most is that you have personally built and delivered customer-facing AI agents, not simply worked with LLMs, RAG applications, internal copilots, or AI prototypes. You will work within an innovations team that functions as a product studio, taking real customer problems from discovery through design, development, integration, and production deployment. You will build solutions on top of Genesys Cloud that can ultimately scale across customers and industries through AppFoundry. This position is not eligible for employer-sponsored work authorization (e.g., H-1B, TN, O-1, or other employment-based visas), now or in the future. Applicants must be legally authorized to work in the United States at the time of application and throughout employment without the need for current or future employer sponsorship.

Requirements

Hands-on experience building, implementing, and deploying customer-facing AI agents in production customer experience environments
Experience building AI agents that interact directly with customers through voice, messaging, chat, virtual agent, or other conversational channels
Demonstrated experience designing agents that do more than answer questions, including the ability to take actions, call APIs or tools, interact with business systems, and complete customer tasks
Experience designing or implementing human-agent handoffs, escalation paths, context management, and conversational workflows
Experience integrating CX AI agents with enterprise systems, APIs, CRM platforms, customer data, knowledge sources, or business processes
Experience taking customer-facing AI solutions from development or implementation through production deployment and ongoing iteration
Approximately 5+ years of hands-on technical experience building or implementing software solutions
Strong software development experience using Python, TypeScript, JavaScript, Java, Node.js, or similar technologies
Experience deploying and operating applications in AWS or comparable cloud environments
Experience working directly with customers or customer-facing teams to understand requirements and turn them into working technical solutions
Ability to independently solve ambiguous technical problems and own delivery from concept through production

Nice To Haves

Experience with contact center, CCaaS, conversational AI, virtual agent, or AI-powered customer service platforms
Experience building voice AI agents, messaging agents, virtual agents, agent assist, or automated customer service experiences
Experience with platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Twilio, Salesforce, ServiceNow, or similar CX technologies
Background in software engineering, conversational AI development, implementation engineering, professional services, or customer-facing technical delivery
Experience designing AI solutions around authentication, transactions, customer data, compliance, security, and enterprise governance
Experience with distributed systems, event-driven architectures, observability, and enterprise SaaS environments

Responsibilities

Build and deploy customer-facing AI agents for voice, messaging, chat, and other customer experience channels
Design AI agents that can understand customer needs, maintain context, make decisions, use tools and APIs, and complete customer tasks
Build experiences that effectively manage AI-to-human handoffs, including context transfer, routing, and escalation
Integrate CX AI agents with APIs, CRM platforms, enterprise applications, knowledge sources, authentication systems, and business workflows
Own solutions from customer problem discovery through architecture, development, integration, testing, implementation, and production deployment
Partner with customers, product teams, solution consultants, and technical stakeholders to translate CX problems into working AI solutions
Design for the realities of production customer interactions, including guardrails, reliability, latency, observability, security, and failure handling
Evaluate agent performance based on task completion, resolution, escalation, customer outcomes, and other measurable CX results
Rapidly prototype and iterate while developing reusable solutions and patterns that can scale across customers and industries