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.

*Note this position is remote US based in EST or CST

About The Role

AI capabilities at Genesys power how thousands of employees deliver better customer and employee experiences every day. This role owns the evolution of the enterprise AI platform ecosystem, ensuring it is scalable, secure, and built for meaningful business impact. You will shape how AI tools are architected, integrated, and governed, directly influencing how innovation is delivered across the company.

At Genesys, we are advancing experience orchestration through AI and empathy, and this role sits at the center of that transformation. Operating with high autonomy, you will partner with engineering, security, legal, and business leaders to turn AI capability into reliable, well-governed infrastructure. Your work directly informs platform investment decisions, enterprise adoption strategies, and long-term architecture direction.

This is a high-influence technical role for someone who leads through expertise and credibility, with visibility across enterprise initiatives and the opportunity to shape platform engineering standards at scale.

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.

What You'll Do

• Own the end-to-end architecture and evolution of the enterprise AI platform ecosystem, ensuring scalability, security, and performance across tools and integrations

• Drive platform strategy decisions through build versus buy analysis, cost modeling, and risk evaluation that guide leadership investment and consolidation priorities

• Design and implement self-service platform capabilities that reduce onboarding time and accelerate enterprise-wide adoption of AI tools

• Build and standardize internal APIs, SDKs, and infrastructure-as-code solutions that enable consistent, reusable, and scalable integrations

• Lead the transition from manual administration to automated, API-driven platform operations to improve efficiency and reduce operational friction

• Establish and scale identity and access management, audit logging, and governance frameworks that strengthen security posture and compliance readiness

• Translate platform usage, cost, and adoption telemetry into clear, actionable insights that inform procurement, roadmap planning, and enterprise strategy

• Lead incident response strategy and implement monitoring and alerting systems that improve reliability and reduce platform disruption

Required Qualifications

• 8+ years of experience in platform engineering, DevOps, or IT operations within enterprise environments

• At least 4 years of experience building or administering enterprise SaaS platforms at scale with 1-2 years working with enterprise AI platforms.

• Demonstrated ability to influence architecture and roadmap decisions through hands-on technical design, evaluation, and advisory work

• Strong experience building internal platforms, including self-service tooling, APIs, SDKs, and infrastructure-as-code solutions

• Deep expertise in identity and access management, audit logging, and governance frameworks for cloud-based systems

• Proven track record of mentoring engineers and influencing technical standards across teams or organizations

• Strong scripting and automation experience using Python, Bash, or similar languages

• Experience with monitoring and alerting platforms such as Datadog, PagerDuty, or CloudWatch

• Experience administering enterprise AI platforms such as ChatGPT Enterprise, Claude, or Cursor

Preferred Qualifications

• Experience integrating enterprise systems with identity providers such as Okta or Azure AD using SSO and SCIM

• Familiarity with AI platform concepts including API rate limiting, token-based billing, prompt management, and model versioning

• Familiarity with machine learning and MLOps concepts, including model lifecycle management, data pipelines, and production deployment patterns

• Experience supporting AI ecosystems beyond GenAI, including knowledge base, context management, or memory systems that enable scalable and reliable AI applications

• Background in enterprise architecture or large-scale systems integration within a technology organization

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.

$147,100.00 - $258,700.00

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.