Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Job Title: AI Automation Engineer
Department & Team: IT
Reports to: Manager, AI Enablement & Automation
ABOUT THE ROLE
The AI Automation Engineer designs and delivers intelligent automation solutions that eliminate manual toil and accelerate how work gets done across Genesys IT. You will move the organization's automation capability forward from traditional RPA toward modern agentic frameworks, combine strong Python engineering with Playwright-based workflows, and AI-driven process automation — applying engineering discipline at every stage from discovery through production.
The automation landscape here is a mix of existing RPA implementations that need to be kept running reliably and a growing body of new work built on modern tooling. You will contribute to both — supporting what's already deployed while building new solutions that raise the bar on what automation can do at Genesys.
WHAT YOU'LL DO
Automation Design & Development
- Design, build, and deploy automation solutions — ranging from Playwright-based browser workflows to API-driven integrations and AI-augmented pipelines — that measurably reduce manual effort in IT and business operations.
- Maintain and support existing RPA automations, diagnosing failures, handling changes to dependent systems, and keeping deployed solutions running reliably for the teams that depend on them.
- Translate process maps and business requirements into well-structured, maintainable automation code with clear error handling, logging, and recovery logic.
- Establish and maintain a sustainable support model for deployed automations, including documentation, version control, and change management practices.
Agentic & AI-Driven Automation
- Prototype and productionize agentic workflows using modern frameworks (e.g., LangChain, CrewAI, AutoGen, or similar), integrating LLM capabilities where they add precision or flexibility beyond rule-based automation.
- Connect automation workflows with enterprise AI platforms (Claude, ChatGPT Enterprise, Amazon Q) via APIs to enable intelligent, context-aware process execution.
- Evaluate the team's automation stack and contribute to discussions about where legacy RPA approaches should be augmented with AI-native tooling, backed by concrete performance comparisons.
Discovery, Delivery & Continuous Improvement
- Partner with IT and business stakeholders to identify and prioritize automation opportunities, using process analysis and effort/impact scoring to focus engineering capacity where it delivers the most value.
- Instrument deployed automations with telemetry that tracks execution volume, error rates, and time saved — feeding data back into prioritization and optimization decisions.
- Contribute to team standards for automation architecture, code quality, and governance, helping establish patterns the broader team can reuse and build on.
WHAT YOU BRING
Required Qualifications
- 3+ years building automation solutions in a professional context — including scripted workflows, RPA implementations, or API integrations delivered to production.
- Hands-on experience with at least one RPA platform (Automation Anywhere, Power Automate, UiPath, or equivalent), including maintaining live automations and diagnosing failures.
- Proficiency in Python or JavaScript/TypeScript for automation engineering, with a track record of writing readable, maintainable code.
- Demonstrated ability to work with REST APIs — including authentication, rate limiting, error handling, and chaining multi-step API workflows.
- Experience mapping and decomposing business processes to identify automation fit and design solution architecture before writing code.
Preferred Qualifications
- Experience with Playwright or similar browser automation tools — or a demonstrated ability to pick up new automation frameworks quickly.
- Experience building or experimenting with agentic automation frameworks (LangChain, CrewAI, AutoGen, or similar).
- Familiarity integrating LLM APIs (OpenAI, Anthropic, or similar) into workflow automation to handle unstructured data or decision logic.
- Exposure to CI/CD practices for automation deployment — version control, testing pipelines, and change management.
KEY SKILLS
- RPA platform experience and automation lifecycle management
- Automation engineering and workflow development
- Python or JavaScript/TypeScript scripting
- Agentic and LLM-integrated automation design
- API integration and REST workflow orchestration
- Process analysis and opportunity identification
BUSINESS IMPACT
- Keeps existing automation running reliably while delivering new solutions that reduce manual toil across IT and business operations.
- Advances Genesys's automation maturity from legacy RPA toward AI-native, agentic workflows — increasing the complexity and business value of problems the team can address.
- Creates a measurable, data-backed automation portfolio: each deployment tracked by execution volume, error rate, and hours saved — giving leadership clear visibility into ROI.
#LI-Remote
Working at Genesys
- AI at enterprise scale – 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.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
