Genesys · 2 months ago
Professional Services Principal AI Voicebot Developer’
Boston, MA, USA
Full-time
Hybrid
Senior Level, Lead/Staff
$105K/yr - $194K/yr
12+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As a Principal Voicebot Developer, you will be responsible for designing, developing, and testing customized Self-service IVR and AI-driven Bot applications while collaborating closely with customers and internal teams to enhance customer experience.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Responsible for managing project initiatives of strategic importance to the organization
Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances
Work with Genesys technical teams and business partners to design, develop and maintain IVR’s, NLU Intent-based Bots and routing applications for DTMF and speech interactions
Experience defining ASR grammars, and tuning process
Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers
Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact their entire function or geography
Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery
Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary
Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support
Communicate within the global community respecting cultural, language and time zone variations
Demonstrate flexibility to adjust working hours to match customer and team interactions
Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures
Qualification
Required
BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred
12 + Years of experience leading software development/Professional services projects in a technical capacity
10 + Years of experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus
5+ Years of experience working with bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills
5+ Years of experience working in an Agile environment
Demonstrated experience in a customer facing role and handled difficult customer situations
Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics
Understanding the effective use of generative AI tools
Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and help define and create new product features
Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features
Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus
Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners
Willingness to travel (usually less than 25% of time)
Must be able to work US hours
Preferred
Practical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation. Experience with Google Dialog flow and Amazon Lex
GCP or AWS certification
Bot and intent tuning
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
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase