1 day ago
Base Salary
$111k - $194k/yr
Responsibilities
- Design, develop, and iteratively refine prompts for Agentic Virtual Agents, including grounding, orchestration, tool and API usage, and response consistency.
- Analyze failures in LLM-driven interactions and improve reliability, edge-case handling, task completion, and user experience.
- Design and build NLU models with intents, entities, utterances, scalable taxonomies, and high-quality training data.
- Analyze production conversation logs for misclassifications, false positives, coverage gaps, and edge cases.
- Develop scripts, evaluation frameworks, test methodologies, test sets, and metrics for conversational AI optimization.
- Communicate performance findings, recommendations, and measurable improvements to customers and internal stakeholders.
- Translate customer requirements and conversation patterns into effective conversational AI designs while collaborating with engineering, product, and customer-facing teams.
Requirements
- Master's degree in Computer Science, Data Science, Machine Learning, or a related technical field.
- 3–5 years of experience working with conversational AI, generative AI, NLU, NLP, or related language technologies.
- Experience with Python and Node.js for data preparation, analysis, evaluation, automation, and model tuning.
- Experience with Genesys Cloud, another CCaaS platform, or a conversational AI platform.
- Hands-on experience developing, evaluating, or optimizing NLU models and LLM-based conversational experiences.
- Ability to analyze complex conversational AI performance issues and translate findings into actionable improvements.
- Ability to present technical findings, recommendations, and performance results clearly to customers and stakeholders.
- Ability to work independently and collaborate effectively across engineering, product, customer-facing, and other teams.
- Preferred experience with prompt engineering, LLM or agentic AI evaluation techniques, production conversation-data analysis, evaluation frameworks, test-set development, experimentation, or AI performance measurement.
- Professional Spanish communication skills in addition to English are preferred.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development and career growth opportunities, including mentorship, learning programs, leadership development, and education support.
- Open Time Off, 10 paid holidays, and paid volunteer time.
- 401(k) matching program.
- Adoption assistance and fertility treatments.
- August Free Fridays, well-being resources, and regionally tailored employee and family programs.
Categories
AI ApplicationsSolutions Engineering
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.