Role Description The Conversational AI group are seeking a Senior AI/ML Engineer to join the team and help drive the innovation and evolution of our Conversational AI solutions with a focus on Generative AI systems at global scale (reaching over 7,500 organizations in 100+ countries). This role offers the opportunity to shape the future of our AI capabilities while leading complex technical initiatives that will shape our journey towards Agentic AI. You'll work at the intersection of cutting-edge AI research and practical implementation, delivering solutions that have a significant organizational impact. You will collaborate closely with UX designers, and product teams supporting each other to bring state-of-the-art AI technologies to production. This is an opportunity to shape the future of AI-driven conversations and develop robust, scalable architectures for intelligent agents. And a great opportunity to work at the intersection of software engineering and AI research. If you are passionate about building next-generation AI applications and have a strong background in software engineering, distributed systems, and AI development, we’d love to hear from you. What You Will Do - Design and execute POCs that push the boundaries of conversational AI and virtual agent capabilities, contributing to organizational growth through creative technical solutions. - Develop, maintain, enhance, and evolve our Virtual Agents engine, applying advanced AI/ML concepts to solve extremely complex problems in natural language understanding and generation. - Help deliver our roadmap toward Agentic AI, translating cutting-edge research into practical and scalable solutions. - Own technical initiatives involving cross-functional teams, delegating work effectively while maintaining high standards through technical review. - Influence and collaborate: work closely with product teams, customers, and vendors to translate business requirements into innovative technical solutions. Qualifications - Ideally, a degree in Computer Science, Software Engineering, Data Science, or related disciplines. However, this is not a hard requirement as we recognise there are many diverse paths into software careers. - 5+ years of software engineering experience with demonstrated expertise in AI/ML systems (advanced degrees may reduce requirement by 2–4 years). - Deep expertise in conversational AI, NLP, and dialogue systems with proven track record of delivering production systems. - Strong software engineering fundamentals including system design, data structures, algorithms, and software architecture. - Experience in working on complex technical projects and delivering technical outcomes. - Excellent communication skills with the ability to influence and explain complex concepts across organizational levels. - Strong problem-solving skills and ability to work in a fast-paced, collaborative environment. - Independent judgment in developing novel approaches to challenging AI problems. Desirable Experience or an Interest in Learning - Experience with Large Language Models (LLMs) and their application in conversational systems. Hand-on experience with fine-tuning, and prompt engineering. - Knowledge of multi-agent systems/frameworks and agentic AI architectures. - Familiarity with voice AI technologies and multimodal conversational interfaces. - Experience with MLOps and deploying AI systems at scale. - Background in reinforcement learning for dialogue optimization. - Understanding of enterprise AI governance and responsible AI practices. - Interest in emerging areas like tool-using AI agents and autonomous decision-making systems. - Experience with cloud platforms (particularly AWS) and AI/ML technologies. - Experience with vector databases and retrieval-augmented generation (RAG). - Contributions to open-source AI projects, research publications, or patents in AI/ML. Benefits - 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. - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. - Build future-ready skills through mentorship, learning programs, leadership development and education support. - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.