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.

We are seeking a Staff Software Engineer (individual contributor) to join our Voice Platform team as a hands-on senior engineer for high-performance, network-facing services that power real-time voice communications for Genesys Cloud contact centers worldwide. This is an exciting opportunity for an experienced engineer who is strong in Java, AI and cloud backend development, proficient (or eager to grow) in C and systems-level software, skilled in networking and Linux, and motivated to deepen expertise in SIP/VoIP and voice-platform systems.

This is a deep technical role, not a people-management role. You will spend your time designing and building, work across cloud backend microservices, serverless components, and systems-level software, and raise the technical bar through hands-on contribution. Prior SIP/VoIP or contact-center experience is a plus, not a strict requirement. If you enjoy complex distributed systems, production ownership, and solving hard problems while continuing to learn a specialized domain, this is a high-impact opportunity.

Key Responsibilities

The primary responsibilities for this role include (but are not limited to):

• Design, develop, and deliver scalable cloud backend and voice-platform services that support real-time communications with high reliability and operational excellence.
• Hands-on implement backend microservices in Java and Spring Boot, along with Python-based serverless functions (AWS Lambda) for event-driven and automation workloads.
• building AI bots, agents using latest tech stack like MCP, RAG, vector database, guardrails, langchain framework.
• Develop and maintain systems software in C, including work with network-facing and open-source platform components (e.g. OpenSIPS/SIP routing) used in real-time communications.
• Contribute to full-stack features, including React-based UIs and operational tooling, where needed.
• Build and operate services on AWS, ensuring scalable, observable, and production-ready solutions.
• Apply strong networking and Linux systems skills to develop, integrate, and troubleshoot real-time communications workloads.
• Apply deep understanding of multithreading, concurrency, and thread-safety to design and troubleshoot high-throughput, low-latency services.
• Build fluency in SIP/VoIP and Genesys voice-platform concepts and apply them effectively in your work.
• Own troubleshooting of complex production issues spanning networking, systems, and service layers; drive root-cause analysis and lasting fixes using observability tooling such as SumoLogic and New Relic.
• Drive strong system design: translate ambiguous requirements into clear architecture, make sound trade-offs, and document decisions for scalability, fault tolerance, and maintainability.
• Collaborate with product, architecture, DevOps, QA, security, and operations to translate business and platform needs into durable technical solutions.
• Champion engineering best practices for design, code quality, CI/CD, testing, monitoring, logging, tracing, and production operations.
• Provide technical guidance and mentorship through design reviews, code reviews, and hands-on collaboration (individual contributor; no direct reports).
• Drive continuous improvement in system performance, availability, scalability, fault tolerance, and maintainability across the voice platform.

Minimum Requirements

• 7+ years of professional software engineering experience as a hands-on individual contributor, including staff/principal-level technical impact.
• Proven ability to drive technical initiatives from architecture through production delivery.
• Ability to provide technical guidance and influence engineering direction without formal authority.
• Strong communication skills across engineering, product, and operations.
• Experience supporting mission-critical, high-availability production systems.
• Strong system design and analytical/problem-solving skills.
• Ability to learn SIP/VoIP and real-time communications concepts quickly.
• Ability to balance quality, performance, security, and delivery timelines.
• AI-Assisted Engineering: Proficient with AI coding assistants and agentic dev tools (e.g. GitHub Copilot, Cursor, Kiro, Claude, ChatGPT) across the SDLC — design exploration, code generation, test and documentation generation, large-scale refactoring, log and incident analysis. Strong judgment on when to trust, verify, or reject AI output, with attention to correctness, security, licensing, and data-privacy.
• In depth knowledge of SIP, VoIP, RTP/SRTP.

Must Have (Core Technical Skills)

• Languages: Java (strong), Python, C (systems/network-oriented software, or proven ability to ramp quickly).
• Framework: Spring Boot, Spring; REST API design.
• Experience building AI-powered features or internal tooling: integrating LLM APIs (AWS Bedrock), MCP servers/agents, RAG pipelines, embeddings, or vector databases. Experience applying AI/LLMs to observability and operations (e.g. automated log analysis, incident summarization, runbook generation). Awareness of AI safety, prompt-injection risks, and secure handling of code and data with third-party AI tools.
• Architecture: Microservices and distributed systems design and operation.
• Concurrency: Deep understanding of multithreading, thread lifecycle, synchronization, and thread-safety.
• AWS: Hands-on building and operating services on AWS — EC2, Lambda, DynamoDB, RDS/PostgreSQL, S3, SNS/SQS, ElastiCache (Redis), IAM, CloudWatch.
• Networking: Strong fundamentals — TCP/IP, UDP, DNS, TLS/mTLS, sockets, HTTP, and network debugging.
• OS: Strong Linux experience in development and production environments.
• Observability: Production issue analysis and root-cause using SumoLogic and New Relic.
• CI/CD: Pipeline-as-code, automated testing and deployment (e.g. Jenkins).

Nice to Have (Bonus)

• Voice/Telecom: open-source telecom platforms (OpenSIPS, Kamailio, Asterisk, FreeSWITCH).
• Domain: Genesys Cloud CX, contact-center, carrier, CCaaS, UCaaS, or CPaaS experience.
• Front-end: React for operational and customer-facing tooling.
• AWS (extended): ECS/EKS, API Gateway, VPC/PrivateLink, Route 53, Secrets Manager, KMS.
• IaC: Terraform, CloudFormation, CDK, Serverless Framework, Ansible.
• Messaging/Streaming: Kafka/MSK or equivalent.
• Networking/Security: TLS 1.3, SRTP, network segmentation, service mesh (e.g. Envoy), multi-region deployments, Kubernetes.

#LI-Remote

#LI-GR1

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.

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Be the one building what's next - where AI, experience and impact come together.

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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 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.

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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.