Sr Principal Software Engineer (AI, Sierra, Genesys Cloud)

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 country-s - moving AI from possibility to production in real-world enterprise environments every day.

Sr Principal Software Engineer - Genesys Cloud AI Industry Solutions

Role Overview

At Genesys, we help organizations create better customer and employee experiences through AI-powered experience orchestration. Our platform connects people, systems, data, and AI to deliver personalized experiences, automate complex business processes, and improve operational efficiency.

We are looking for a Senior Principal Software Engineer with deep, hands-on Genesys Cloud experience to design and build the next generation of AI-powered applications and industry solutions on the Genesys Cloud platform.

This is a highly technical, hands-on engineering role. The ideal candidate combines deep Genesys Cloud engineering expertise with hands-on experience building advanced conversational or agentic AI applications using Genesys AI, Cognigy, Sierra, Decagon, Kore.ai, or similar platforms.

The ideal candidate has extensive experience developing applications and integrations on Genesys Cloud and understands how to combine Genesys Cloud APIs, Architect, AI capabilities, experience orchestration, data, and enterprise systems to create production-grade solutions.

A major focus of this role will be translating industry-specific business processes and customer challenges into reusable AI solutions. You will build AI applications, Digital Teammates, solution accelerators, and industry solutions for areas such as financial services, healthcare, insurance, retail, travel and hospitality, telecommunications, and the public sector.

You will work closely with Product, Engineering, Innovations, customers, and partners to turn emerging Genesys AI capabilities, external AI technologies, and industry requirements into scalable, repeatable, and productized solutions that can be deployed across multiple customers.

Key Responsibilities

• Design and build production-grade applications and industry solutions on Genesys Cloud, leveraging Genesys Cloud APIs, SDKs, events, integrations, AI capabilities, and platform services.
• Develop AI-powered customer and employee applications using Genesys Cloud AI capabilities, including AI Studio, Virtual Agent/Agentic Virtual Agent capabilities, Copilot, Architect, knowledge, and Experience Orchestration.
• Translate industry-specific business processes and use cases into scalable AI applications, combining Genesys Cloud capabilities with enterprise systems, data, knowledge, AI models, and agentic technologies.
• Build reusable industry solution accelerators, Digital Teammates, AI agents, workflows, and application components that can be configured and deployed across multiple customers within an industry.
• Develop industry solutions addressing complex business challenges across financial services, healthcare, insurance, retail, travel and hospitality, telecommunications, and public sector environments.
• Design sophisticated Genesys Architect flows and orchestration patterns across voice, digital, AI, workflows, data, and enterprise applications.
• Build integrations using Genesys Cloud Platform APIs, Data Actions, event-driven architectures, webhooks, and external APIs.
• Integrate Genesys Cloud with industry and enterprise platforms such as Salesforce, ServiceNow, Microsoft, AWS, CRM, ITSM, ERP, knowledge, healthcare, financial services, and workflow platforms.
• Build agentic applications and multi-agent workflows where AI agents can reason, retrieve information, invoke tools and APIs, execute business processes, and collaborate with human employees.
• Apply modern conversational and agentic AI patterns learned from platforms such as Genesys AI, Cognigy, Sierra, Decagon, Kore.ai, and similar technologies to build differentiated solutions on Genesys Cloud.
• Design AI applications that combine LLMs, enterprise knowledge, tool/API calling, workflow orchestration, business rules, and enterprise s…