[Hiring] Senior Engineer, Platform Engineering @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. This is an engineering role responsible for implementing Genesys Cloud to support HR user experience initiatives internal to Genesys. This is not a Genesys Cloud product development role; you will design, build, and deploy Genesys Cloud automations, workflows, and AI-driven enhancements for internal HR use cases, such as employee self-service and HR support.

As part of the IT Platform Development team, you’ll partner with HR stakeholders to build and extend flows, bots, and integrations that improve the employee experience across Genesys. This role combines deep technical expertise in Genesys Cloud with the opportunity to innovate using AI and automation technologies at enterprise scale.

Key Responsibilities

• Design and develop Genesys Cloud Architect flows, Dialog Engine Bot Flows, and Knowledge Workbench assets that support internal HR use cases.
• Build and support Data Actions, Workflows, and ServiceNow and HR system integrations to automate internal HR service processes.
• Implement Agentic AI-driven features such as conversational bots, topic/sentiment analytics, predictive routing, and summarization, to improve the employee experience.
• Contribute to the design and operation of CI/CD pipelines for flows, bots, and integrations, ensuring safe and repeatable deployments.
• Write production-quality, reusable code or scripts to support automation, integration, and monitoring functions.
• Collaborate with the product owner, manager, and HR stakeholders to refine backlog items, estimate effort, and plan sprint deliverables.
• Partner with HR and People Operations stakeholders to understand employee experience needs and translate them into requirements and solutions.
• Participate in peer reviews, testing, and release validations to ensure high-quality, reliable deployments.
• Monitor flow and bot performance, analyze trends, and propose improvements to enhance automation accuracy, containment, and employee satisfaction.
• Maintain detailed documentation for flows, integrations, and deployment procedures.

Qualifications

• 4+ years of experience designing and implementing CCaaS or contact center automation solutions.
• Solid understanding of AI-driven contact center capabilities, including natural language understanding and predictive routing.
• Proficiency with ServiceNow or equivalent workflow automation platforms.
• Familiarity with CI/CD pipelines and Git-based source control.
• Experience developing integrations using REST APIs, JSON, and OAuth authentication.
• Ability to code in a modern scripting or programming language (Python, Node.js, or TypeScript).
• Strong analytical and problem-solving skills; ability to debug complex systems.
• Excellent communication and teamwork skills across distributed teams, including non-technical HR partners.
• Bachelor’s degree in computer science, Engineering, or related discipline.

Desirable Skills

• Background integrating ServiceNow and Genesys Cloud for self-service workflows.
• Exposure to agile methodologies, DevOps culture, and sprint-based delivery.
• Experience supporting HR, employee service, or other internal shared-services use cases.

Benefits

• Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
• 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.