Genesys
Professional Services Principal AI Voicebot Developer’
Genesys, Indianapolis, Indiana, us, 46262
Professional Services Principal AI Voicebot Developer
Join to apply for the
Professional Services Principal AI Voicebot Developer
role at
Genesys . Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI‑powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.
Self Service & AI Principal Voicebot Developer
The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self‑service IVR and AI‑driven Bot applications (Virtual Agents) across all Genesys platforms. In this role, you will get exciting opportunities to work on the latest AI technologies to provide top‑class CX using in‑house Genesys bots as well as Google, Amazon and others.
Services provided by the candidate will include software development and architecture design, integration consulting, Agile leadership, customer training, team education and owning end‑to‑end delivery.
As a Principal Voicebot Developer, you will work closely with customers (business owners and technical SMEs) and internal Genesys Agile teams. Your role includes providing mentorship, establishing operational plans and delivering AI‑driven voice bot and IVR applications for Genesys Cloud and premise solutions.
Responsibilities
Manage project initiatives of strategic importance.
Participate in customer workshops and design call flows using best practices.
Design, develop and maintain IVR, NLU intent‑based bots and routing applications for DTMF and speech interactions.
Define ASR grammars and tune the process.
Create accurate development effort estimates in collaboration with team manager and project managers.
Lead the SSA team delivery and drive user story creation and ownership for SSA owned epics.
Present and demonstrate proposed IVR solutions as required.
Execute test scripts for call flow and other logic and support UAT and QA.
Communicate within the global community respecting cultural and time‑zone variations.
Provide feedback to the product organization about API and product issues.
Qualifications
BS/MS/BA or equivalent in Computer Science, Engineering or related field.
12+ years leading software development or professional services projects in a technical capacity.
10+ years of experience with commercial IVR applications, routing, bots and advanced speech recognition engines.
5+ years working with bots on Google Dialogflow and Amazon Lex, including webhook/fulfillment experience.
5+ years in an Agile environment.
Demonstrated experience in a customer‑facing role and handling difficult customer situations.
Understanding of IVR application architecture including web components, telephony, caching, prompt servers, ASR and diagnostics.
Understanding of effective use of generative AI tools.
Ability to work independently on routine duties or projects with general instructions.
Solid analytical programming and problem‑solving skills.
Good verbal and writing skills in English; other languages a plus.
Must demonstrate ability to consult with clients and partners in a high‑paced environment and flexible schedules.
Willingness to travel (usually less than 25% of time).
Must be able to work US hours.
Familiarity with the following is a definite plus
Practical experience developing and deploying Genesys solutions with Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation.
GCP or AWS certification.
Bot and intent tuning.
Compensation Base salary range $104,700.00 – $194,300.00. The role may also be eligible for performance‑based bonus opportunities.
Benefits
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.
About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, contact reasonable.accommodations@genesys.com.
EEO Statement 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.
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Professional Services Principal AI Voicebot Developer
role at
Genesys . Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI‑powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.
Self Service & AI Principal Voicebot Developer
The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self‑service IVR and AI‑driven Bot applications (Virtual Agents) across all Genesys platforms. In this role, you will get exciting opportunities to work on the latest AI technologies to provide top‑class CX using in‑house Genesys bots as well as Google, Amazon and others.
Services provided by the candidate will include software development and architecture design, integration consulting, Agile leadership, customer training, team education and owning end‑to‑end delivery.
As a Principal Voicebot Developer, you will work closely with customers (business owners and technical SMEs) and internal Genesys Agile teams. Your role includes providing mentorship, establishing operational plans and delivering AI‑driven voice bot and IVR applications for Genesys Cloud and premise solutions.
Responsibilities
Manage project initiatives of strategic importance.
Participate in customer workshops and design call flows using best practices.
Design, develop and maintain IVR, NLU intent‑based bots and routing applications for DTMF and speech interactions.
Define ASR grammars and tune the process.
Create accurate development effort estimates in collaboration with team manager and project managers.
Lead the SSA team delivery and drive user story creation and ownership for SSA owned epics.
Present and demonstrate proposed IVR solutions as required.
Execute test scripts for call flow and other logic and support UAT and QA.
Communicate within the global community respecting cultural and time‑zone variations.
Provide feedback to the product organization about API and product issues.
Qualifications
BS/MS/BA or equivalent in Computer Science, Engineering or related field.
12+ years leading software development or professional services projects in a technical capacity.
10+ years of experience with commercial IVR applications, routing, bots and advanced speech recognition engines.
5+ years working with bots on Google Dialogflow and Amazon Lex, including webhook/fulfillment experience.
5+ years in an Agile environment.
Demonstrated experience in a customer‑facing role and handling difficult customer situations.
Understanding of IVR application architecture including web components, telephony, caching, prompt servers, ASR and diagnostics.
Understanding of effective use of generative AI tools.
Ability to work independently on routine duties or projects with general instructions.
Solid analytical programming and problem‑solving skills.
Good verbal and writing skills in English; other languages a plus.
Must demonstrate ability to consult with clients and partners in a high‑paced environment and flexible schedules.
Willingness to travel (usually less than 25% of time).
Must be able to work US hours.
Familiarity with the following is a definite plus
Practical experience developing and deploying Genesys solutions with Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation.
GCP or AWS certification.
Bot and intent tuning.
Compensation Base salary range $104,700.00 – $194,300.00. The role may also be eligible for performance‑based bonus opportunities.
Benefits
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.
About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, contact reasonable.accommodations@genesys.com.
EEO Statement 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.
#J-18808-Ljbffr