Staff AI/ML 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.

The Conversational AI group are seeking a Staff AI/ML Engineer to join the team and drive the innovation and evolution of our Conversational AI solutions with a focus on Generative AI systems at global scale. Our Agentic Virtual Agents are already in production, serving customers across more than 11,000 organizations in 100+ countries. As a Staff AI/ML Engineer, you’ll set the technical direction for the next generation of these agents: more autonomous, reliable, multilingual and voice-capable, and measurably better in quality, latency and cost. You’ll work across the full lifecycle, from prototyping emerging technologies to hardening them for production at global scale, and you’ll shape how our engineering organization builds, evaluates and governs agentic systems.

What You Will Do :

- Own technical direction: define the architecture and roadmap for our agentic platform (planning, tool use, memory, orchestration, multi-agent collaboration) and drive it across multiple teams.
- Raise the quality bar: build the evaluation foundation for non-deterministic systems, including offline and online evals, LLM-as-judge, simulation and regression testing, and production quality monitoring.
- Make agents production-grade: improve reliability, safety and guardrails, latency and cost (model routing, caching, distillation, small-model strategies) at global scale.
- Advance autonomy and voice: extend agents to more complex, multi-step, tool-using workflows and real-time voice and multimodal experiences.
- Apply research: turn emerging research into validated production capabilities, using experiments to test ideas quickly and without disrupting live customers.
- Lead and multiply: run large cross-functional initiatives, set standards through design and technical reviews, and mentor senior engineers.
- Partner: work with product, UX, customers and vendors to turn business needs into trusted AI solutions.

What We're Looking For :

- Ideally, a degree in Computer Science, Software Engineering, Data Science, or related disciplines. However, this is not a hard requirement as we recognise there are many diverse paths into software careers.
- 7+ years of software engineering experience with demonstrated expertise in AI/ML systems, including recent experience shipping LLM-based or agentic systems to production.
- Hands-on experience designing agentic architectures: tool and function calling, planning, memory, RAG, multi-agent patterns, and context engineering.
- Proven experience evaluating and monitoring LLM systems in production, including quality metrics, guardrails, and managing hallucination and safety risks.
- Strong software engineering and distributed systems fundamentals, with experience running low-latency, multi-tenant services at scale.
- Strong hands-on experience building and running production systems in cloud environments, ideally AWS, with Azure or GCP experience also relevant.
- Track record of technical leadership across teams: setting direction, making architecture decisions and mentoring engineers.
- Excellent communication, with the ability to explain trade-offs to engineers, product leaders and customers.

Desirable Experience or an Interest in Learning :

- Experience with Large Language Models (LLMs) and their application in conversational systems. Fine-tuning, distillation or preference optimization (e.g., RL-based methods) for task-specific models.
- Familiarity with voice AI technologies (ASR/TTS, turn-taking, latency optimization) and multimodal conversational interfaces.
- MLOps/LLMOps experience: model serving, observability, cost management and A/B experimentation.
- Enterprise AI governance, security (prompt injection, data leakage) and responsible AI practices.
- Conversational AI background (NLU, dialogue management, contact centre domain).
- Contributions to open-source AI projects, research publications, or patents in AI/ML.

If you are excited about pushing the boundaries of conversational AI and agentic intelligence while leveraging strong software skills, we encourage you to apply and be part of our team!

Our Benefits:

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

- Flexible work options  – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
- Career development & growth  – Access continuous learning opportunities, mentoring, and clear paths for advancement.
- Competitive pension scheme  – Invest in your future with an excellent employer-supported pension plan.
- Annual bonus program  – Be rewarded for your impact and contributions.
- Comprehensive health coverage  – Including private health insurance, access to company dental plan, and wellness supports.
- Financial protection  – Enjoy Income Protection and Life Assurance, along with   access to dedicated financial planning resources to help you make confident, informed decisions about your future.
- Family-friendly policies  – Generous paid maternity and paternity leave

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® (https://www.genesys.com/company/newsroom/announcements/genesys-earns-2025-great-place-to-work-certification-across-17-countries) 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

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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.