1 day ago
Toronto, CanadaStaff+
Base Salary
$136k - $178k/yr
Responsibilities
- Own the technical architecture and end-to-end delivery of complex IVR, routing, conversational AI, generative AI, and agentic virtual-agent solutions.
- Design customer interaction flows and scalable architectures through workshops using Genesys capabilities and conversational design practices.
- Develop IVR applications, NLU bots, routing solutions, virtual agents, and agentic virtual agents for voice, DTMF, speech, and digital interactions.
- Integrate Genesys technologies with third-party AI platforms including Google Dialogflow and Amazon Lex.
- Define ASR grammars and lead speech-recognition tuning to improve solution performance.
- Lead Agile delivery, estimation, testing strategies, user acceptance testing, and production-readiness activities.
- Advise customers on architecture, coding, integrations, deployment, technical strategy, and deliverables; provide demonstrations, training, and knowledge transfer.
- Provide feedback to product teams on APIs, platform capabilities, documentation, and architectures, while providing technical leadership to the SS&AI team.
Requirements
- 10+ years of experience designing and developing commercial IVR, routing, conversational AI, bot, or related customer-experience solutions using relevant development tools and advanced speech-recognition technologies.
- 6+ years of experience developing voice or digital bots with Google Dialogflow, Amazon Lex, or comparable conversational AI platforms, including webhook or fulfillment development.
- Expertise delivering complex self-service solutions involving IVR, NLU, speech, routing, virtual agents, generative AI, or agentic AI.
- Practical understanding and application of generative AI and agentic AI technologies in customer solutions.
- Strong architecture and software development background, including integrations, APIs, testing, deployment practices, and enterprise solution design.
- Customer-facing technical consulting experience with the ability to handle challenging situations and provide architecture and implementation thought leadership.
- Ability to independently evaluate complex technical issues and make sound architectural decisions.
- Experience collaborating across Agile delivery teams with product owners, scrum masters, project managers, developers, and business stakeholders.
- Ability to work with customers and global teams during hours aligned with U.S. customer and team requirements.
- Bachelor's or master's degree in Computer Science, Engineering, or a related field, or equivalent relevant professional experience.
- Preferred development experience with Java, C#, PHP, or comparable programming languages.
- Preferred experience integrating conversational AI and virtual agents with enterprise APIs, cloud services, and customer systems.
- Preferred experience leading technical delivery teams, mentoring technical professionals, or establishing architecture and development best practices.
- Preferred advanced experience with Genesys platforms and enterprise self-service, routing, and AI-powered customer-experience solutions.
Benefits
- Market-competitive base compensation of $135,800.00-$178,200.00, with potential commission or performance-based bonus eligibility.
- Flexible-first working culture and global collaboration environment.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and their families.
Tech Stack
Categories
Solutions 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.