Job Description

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. 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.

Key Responsibilities:

Agentic VA Configuration and Tuning

• 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

NLU Development

• 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

NLU Analysis and Tuning

• Analyze conversation logs to identify misclassifications, false positives, gaps, and edge cases
• Perfom 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

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
• 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
• Fluency in Spanish or French is an asset

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.

$110,600.00 - $194,400.00

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. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com

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 reasonable.accommodations@genesys.com

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.