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: Staff AI Automation Engineer
Department & Team: IT
Reports to: Manager, AI Enablement & Automation 

ABOUT 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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. 

ABOUT THE ROLE 

The Staff AI Automation Engineer sets the technical direction for how Genesys builds, scales, and governs automation across the enterprise. This is the senior-most engineering voice on the automation team — someone who has already done the hands-on work of designing production automation systems and RPA modernization, and now operates one level up: setting architecture standards across multiple initiatives, making build-versus-buy calls on automation platforms and frameworks, and mentoring the engineers who do the day-to-day design and delivery.  

You will own the technical strategy for a portfolio that spans legacy RPA, Playwright-based workflows, and agentic AI pipelines — deciding not just how individual automations should be built, but how the team's tooling, standards, and platform capabilities should evolve so automation scales safely across Genesys. You will partner with the Manager, AI Enablement & Automation and cross-functional leaders to translate ambiguous, high-stakes process problems into a coherent automation roadmap, and you will be the person other engineers escalate to when a design decision needs deeper judgment 

WHAT YOU'LL DO 

AI Automation Architecture & Technical Strategy 

• Own the technical strategy and multi-year roadmap for Genesys's automation portfolio, making build-versus-buy and platform-consolidation calls across RPA, Playwright, and agentic frameworks.  

• Set and evolve the automation engineering standards — architecture patterns, testing, observability, deployment, and documentation — and drive their adoption across the team.  

• Lead architecture reviews for the highest-complexity or highest-risk automation initiatives, and decide when a proposed solution needs to be reworked before investment is committed. 

RPA Estate Management & Modernization 

• Own the modernization strategy for the legacy RPA estate: what gets retained, refactored, replaced, or decommissioned, and in what sequence.  

• Define the migration and decommission playbook other engineers use to move automations from legacy RPA to modern, API-native, or agentic alternatives without disrupting business operations.  

• Establish the evidence-based framework — cost, reliability, maintainability — the team uses to make retain versus-replace decisions consistently. 

Agentic & AI-Integrated Automation Platform  

• Design reusable, production-grade patterns for agentic workflows — context management, tool-calling reliability, cost controls, and failure handling — that other engineers build on rather than reinventing.  

• Own the integration architecture connecting enterprise AI platforms (Claude, ChatGPT Enterprise, Amazon Q) into the automation pipeline, including versioning, prompt strategy, and output-reliability practices as shared team standards.  

• Build internal tooling and shared components (libraries, templates, CI/CD patterns) that reduce the cost of building new automations across the team 

Technical Leadership & Mentorship 

• Mentor senior and mid-level automation engineers on architecture, code quality, and technical judgment; review designs and code for the team's most complex work. 

• Serve as the technical escalation point across IT, engineering, and business stakeholders — resolving ambiguous requirements and pushing back on scope that would produce brittle automation.  

• Turn execution telemetry (reliability, volume, latency, cost) into a clear narrative for the Manager, AI Enablement & Automation and other leaders, directly informing prioritization and platform investment decisions. 

WHAT YOU BRING 

We encourage candidates who meet many, though not all, of the qualifications below to apply. 

Required Qualifications 

• 8+ years of experience in automation engineering, software engineering, or systems integration, with a substantial track record delivering production automation — not just prototypes.  

• Expert-level proficiency in Python and/or JavaScript/TypeScript, with a track record of setting architectural direction and code standards that other engineers follow.  

• Deep, hands-on experience with RPA platforms (Automation Anywhere, Power Automate, UiPath, or equivalent), including leading modernization or decommission efforts across a live automation estate.  

• Demonstrated experience designing automation systems for failure at scale: retry logic, alerting, state management, and recovery paths embedded as team-wide standards, not one-off fixes.  

• Hands-on experience building production agentic systems (LangChain, CrewAI, AutoGen, or equivalent), including managing context, tool-calling reliability, and cost at scale.  

• Strong track record establishing engineering standards — code review, testing, documentation, or architectural patterns — adopted across a team or organization and mentoring other engineers to that standard.  

• Hands-on experience with REST API integration: authentication patterns, rate limiting, pagination, and multiservice orchestration. 

Preferred Qualifications 

• Experience with Playwright or similar browser automation tools, and the judgment to evaluate new automation frameworks for team-wide adoption.  

• Familiarity with CI/CD pipelines and deployment practices applied to automation workflows, including building shared pipeline patterns for other engineers to use.  

• Experience partnering with Security, Legal, or Compliance stakeholders to build governance into automation before rollout.  

• Background in enterprise IT operations, ITSM, or large-scale business process automation.   

• Experience presenting technical recommendations (build-versus-buy, platform consolidation) to senior leadership. 

KEY SKILLS 

• Automation portfolio strategy and technical roadmap ownership • RPA modernization and estate-scale migration planning  

• Agentic and LLM-integrated automation architecture  

• Python and/or JavaScript/TypeScript at an expert engineering level  

• API integration and multi-service workflow orchestration  

• Technical mentorship and cross-team standards influence  

• Data-driven prioritization and stakeholder communication 

BUSINESS IMPACT 

• Sets the technical direction that keeps Genesys's entire automation portfolio reliable while systematically modernizing it, reducing the operational risk of an aging RPA estate at scale.  

• Raises the technical ceiling of the automation team through mentorship and standards, enabling the group to take on more complex, higher-value process problems.  

• Shapes the pace and direction of Genesys's shift to AI-native automation, translating platform strategy into a roadmap that balances innovation with reliability. 

Working Hours- 3:00 PM- 11:00 PM IST

#LI-GR1
#LI-Hybrid

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.