The posting
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.
Summary
This is an engineering role responsible for implementing Genesys Cloud to support HR user experience initiatives internal to Genesys. This is not a Genesys Cloud product development role; you will design, build, and deploy Genesys Cloud automations, workflows, and AI-driven enhancements for internal HR use cases, such as employee self-service and HR support. As part of the IT Platform Development team, you’ll partner with HR stakeholders to build and extend flows, bots, and integrations that improve the employee experience across Genesys. This role combines deep technical expertise in Genesys Cloud with the opportunity to innovate using AI and automation technologies at enterprise scale
Key Responsibilities
- Design and develop Genesys Cloud Architect flows, Dialog Engine Bot Flows, and Knowledge Workbench assets that support internal HR use cases.
Build and support Data Actions, Workflows, and ServiceNow and HR system integrations to automate internal HR service processes
- Implement Agentic AI-driven features such as conversational bots, topic/sentiment analytics, predictive routing, and summarization, to improve the employee experience.
- Contribute to the design and operation of CI/CD pipelines for flows, bots, and integrations, ensuring safe and repeatable deployments.
- Write production-quality, reusable code or scripts to support automation, integration, and monitoring functions.
- Collaborate with the product owner, manager, and HR stakeholders to refine backlog items, estimate effort, and plan sprint deliverables.
- Partner with HR and People Operations stakeholders to understand employee experience needs and translate them into requirements and solutions.
- Participate in peer reviews, testing, and release validations to ensure high-quality, reliable deployments.
- Monitor flow and bot performance, analyze trends, and propose improvements to enhance automation accuracy, containment, and employee satisfaction.
- Maintain detailed documentation for flows, integrations, and deployment procedures.
Minimum Requirements
- 4+ years of experience designing and implementing CCaaS or contact center automation solutions.
- Solid understanding of AI-driven contact center capabilities, including natural language understanding and predictive routing.
- Proficiency with ServiceNow or equivalent workflow automation platforms.
- Familiarity with CI/CD pipelines and Git-based source control.
- Experience developing integrations using REST APIs, JSON, and OAuth authentication
- Ability to code in a modern scripting or programming language (Python, Node.js, or TypeScript).
- Strong analytical and problem-solving skills; ability to debug complex system.
- Excellent communication and teamwork skills across distributed teams, including non-technical HR partners.
- Bachelor’s degree in computer science, Engineering, or related discipline.
Desirable Skills
- Background integrating ServiceNow and Genesys Cloud for self-service workflows.
- Exposure to agile methodologies, DevOps culture, and sprint-based delivery.
- Experience supporting HR, employee service, or other internal shared-services use cases.
#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.
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.
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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.
