Genesys · Indianapolis
Software Engineering
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 Principal, AI Software Engineer – Agentic & Industry Solutions
Role Overview:
Drive the design and delivery of next-generation AI powered customer and employee experiences that operate at enterprise scale. This role shapes how organizations use agentic AI to orchestrate interactions, automate complex workflows, and improve business outcomes across industries. At Genesys, we are redefining experience orchestration through AI innovation and human-centered design, enabling companies to deliver personalized, empathetic engagement at scale. You will own the architecture and development of reusable AI solutions that accelerate adoption across customers while influencing product direction, technical strategy, and industry innovation. This position offers high visibility across executive stakeholders and the opportunity to define how AI transforms customer experience platforms globally.
Key Responsibilities:
Design and deliver scalable agentic AI solutions that improve customer experience, reduce operational friction, and increase automation efficiency across enterprise environments
Build and operationalize reusable AI agents, copilots, and workflow components that accelerate deployment and time to value across multiple industries
Architect multi-agent systems that coordinate AI services, enterprise applications, knowledge systems, and human interactions to drive measurable business outcomes
Develop production-grade AI applications using modern frameworks, cloud-native architectures, and orchestration platforms to support high availability and performance
Create industry-specific solution accelerators that address complex challenges in sectors such as financial services, healthcare, retail, and public sector
Lead the design of RAG-based knowledge systems and enterprise AI integrations that improve accuracy, decision support, and user experience
Drive API-first and event-driven architectures that integrate Genesys Cloud with CRM, ERP, and enterprise workflow platforms
Partner with product, engineering, and customer stakeholders to translate emerging AI capabilities into scalable, market-ready solutions
Build prototypes and MVPs that validate innovation opportunities and influence long-term product and platform strategy
Establish best practices for AI architecture, observability, security, and governance to support enterprise adoption
Required Qualifications:
Bachelor’s degree in Computer Science, Engineering, Artificial Intelligence, Data Science, or a related field
10+ years of experience in software engineering, solution architecture, or cloud-native application development
5+ years of experience designing and implementing AI, conversational AI, or intelligent automation solutions
Strong hands-on experience building scalable enterprise applications using modern programming languages such as Python or JavaScript
Proven experience delivering solutions from concept through production deployment in enterprise environments
Deep understanding of AI architectures including multi-agent systems, LLM integration, and RAG frameworks
Experience designing integrations across enterprise platforms such as CRM, ERP, and workflow systems
Demonstrated ability to influence technical direction and mentor engineers and architects
Strong communication skills with experience engaging cross-functional and executive stakeholders
Preferred Qualifications:
Master’s degree in a relevant technical discipline
Experience with Genesys Cloud, including AI Studio, Copilot, Architect, and Experience Orchestration
Familiarity with AI frameworks such as LangChain, Semantic Kernel, AutoGen, CrewAI, or similar technologies
Experience working with cloud platforms such as AWS, Azure, or Google Cloud, including services like Bedrock
Background in building industry-specific solution accelerators or reusable enterprise frameworks
Understanding of business processes across industries such as financial services, healthcare, insurance, or telecommunications
Contributions to open source projects, patents, or innovation initiatives
Experience working in innovation labs, rapid prototyping environments, or customer co-creation programs
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.
$205,200.00 - $360,800.00Benefits:
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
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:
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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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 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.