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.
Senior AI Automation Engineer
Mexico (Virtual)
Role Overview:
Shape the architecture and engineering standards behind automation systems that improve how Genesys operates at scale. As a Senior AI Automation Engineer within IT, you will own the design and delivery of production-grade automation across a portfolio spanning established RPA solutions, modern browser automation, API-driven workflows, and emerging AI and agentic systems.
You will set technical direction for complex automation initiatives, making architectural decisions around reliability, modularity, observability, testing, security, cost, and long-term maintainability. The role combines hands-on software engineering with strategic ownership, including responsibility for keeping business-critical RPA automations reliable while determining when modernization through Playwright, APIs, AI, or agentic approaches creates meaningful value.
Working across IT, engineering, and business teams, you will translate complex process challenges into scalable automation solutions and influence how Genesys applies technologies such as Python, JavaScript or TypeScript, LLMs, and enterprise AI platforms. Your work will help reduce operational risk, improve automation performance, and enable teams to solve higher-value business problems with greater efficiency and reliability.
This role offers visibility into enterprise automation and AI initiatives while providing opportunities to expand your influence across architecture, engineering standards, and AI-enabled operations. You will help Genesys advance practical, customer-focused innovation through thoughtful technical decisions, strong collaboration, and ownership of systems that deliver measurable value.
Key Responsibilities:
- Own the end-to-end architecture and delivery of complex automation systems, establishing scalable approaches to modularity, error handling, state management, observability, testing, and long-term maintainability
- Define automation engineering standards across code structure, testing practices, deployment patterns, version control, documentation, and architectural conventions to improve consistency and production reliability
- Lead technical design reviews for automation initiatives, identifying architectural risks, scalability constraints, integration dependencies, and operational considerations before significant engineering investment is committed
- Drive the reliability and modernization of the existing RPA portfolio, using operational data and engineering judgment to determine which automations should be maintained, refactored, migrated, or replaced
- Lead transitions from legacy RPA solutions to Playwright, API-native automation, or other modern approaches when they provide clear technical and business value, while protecting continuity of business operations
- Design and productionize AI-integrated and multi-step agentic workflows that combine LLM reasoning, tool use, APIs, and deterministic process logic while addressing context management, failure recovery, output reliability, and cost
- Integrate enterprise AI platforms, including Claude, ChatGPT Enterprise, and Amazon Q, into automation pipelines while managing APIs, model or platform versioning, prompt strategies, and output quality as engineering concerns
- Partner with IT, engineering, and business stakeholders to translate ambiguous process challenges into scalable automation requirements, drive alignment on technical tradeoffs, and constructively challenge assumptions that could create brittle solutions
- Instrument automation systems with telemetry for execution reliability, volume, latency, failures, and cost, using operational insights to improve architecture and guide portfolio prioritization
- Provide technical leadership on high-complexity automation initiatives by decomposing work into deliverable increments, reviewing code and designs, mentoring teammates, and resolving implementation decisions that require advanced engineering judgment
Required Qualifications:
- 5+ years of experience in automation engineering, software engineering, systems integration, or a related discipline, including substantial experience delivering and supporting automation solutions in production
- Strong proficiency in Python and/or JavaScript or TypeScript, with the ability to write production-quality code, conduct effective code reviews, and make independent architectural decisions
- Hands-on experience with RPA platforms such as Automation Anywhere, Microsoft Power Automate, UiPath, or equivalent, including maintaining production automations, diagnosing failures, and managing changes to dependent systems
- Demonstrated expertise designing resilient automation systems with retry strategies, alerting, state management, observability, and recovery paths incorporated into the architecture
- Hands-on experience integrating REST APIs, including authentication patterns, rate limiting, pagination, error handling, and orchestration across multiple services
- Strong background in software engineering principles, including system design, maintainable code, testing, version control, and production-grade delivery
- Proven track record of establishing or contributing to engineering standards covering areas such as code review, automated testing, documentation, deployment practices, or architectural patterns
- Demonstrated ability to make sound technical decisions across legacy and modern automation technologies, balancing reliability, scalability, maintainability, cost, and business value
- Strong collaboration and communication skills, with experience working across technical and business teams to clarify requirements, evaluate tradeoffs, and guide complex initiatives
Preferred Qualifications:
- Experience with Playwright or comparable browser automation frameworks, or demonstrated success adopting new automation technologies quickly
- Experience building production agentic AI systems using frameworks such as LangChain, CrewAI, AutoGen, or equivalent, including context management, tool calling, reliability, and cost considerations
- Familiarity with CI/CD pipelines, automated testing, deployment practices, and version control workflows applied to automation systems
- Background in enterprise IT operations, IT service management (ITSM), systems integration, or large-scale business process automation
- Experience integrating large language models or enterprise AI platforms into production automation workflows
- Familiarity with monitoring, telemetry, and observability practices for measuring automation reliability, performance, usage, and cost
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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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.
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.