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Portugal
Remote only
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 Description
Job Title: Senior Software Engineer, AI Agents
Department & Team: Engineering – MCP Orchestration
Location: Virtual Office (Portugal)
Summary:
We're looking for a Senior Software Engineer to build the next generation of AI agent capabilities at Genesys. You'll work on the protocols and infrastructure that let autonomous agents communicate, coordinate, and execute real work: Agent2Agent (A2A) communication, Model Context Protocol (MCP) integrations, and multi-step agentic workflows. This is a hands-on engineering role for someone who wants to work at the frontier of applied AI within customer experience and contact center technology, not just consume it through an API.
Key Responsibilities:
• Design and build agent-to-agent (A2A) communication systems that let multiple autonomous agents collaborate on shared tasks
• Build and maintain MCP servers and clients to connect agents to tools, data sources, and external systems
• Architect agentic workflows that chain reasoning, tool use, and decision-making into reliable, production-grade automations
• Own the full lifecycle of agent features: design, implementation, evaluation, deployment, and monitoring
• Partner with product and the broader engineering team to translate real customer experience and workflow automation needs into agent architectures
• Improve reliability, latency, and cost of agent systems running in production at scale
• Contribute to internal frameworks and tooling that make it faster to build and test new agents
• Stay current with the fast-moving agent ecosystem and bring in new techniques and standards as they mature
Minimum Requirements:
• 5-6 years of professional software engineering experience, with a track record of shipping production systems
• Hands-on experience building with LLMs and agent frameworks
• Practical experience with MCP (Model Context Protocol) and/or A2A, or strong familiarity with the underlying concepts and a fast ability to ramp up
• Strong systems design skills: reasoning about state, concurrency, failure modes, and observability in distributed, non-deterministic systems
• Proficiency in TypeScript/Node or Java
• Experience with API design, integrations, and tool-calling patterns
• Comfort operating with ambiguity in a space where best practices are still being written
• Excellent communication skills, especially explaining complex agent behavior to non-technical stakeholders
Desirable Skills:
• Experience with vector databases, RAG pipelines, or evaluation frameworks for LLM outputs
• Contributions to open-source agent or protocol projects
• Background in contact center, CX platforms, or enterprise integration
• Experience with prompt engineering and context management at scale
Working 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:
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.
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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.