Staff AI Automation Engineer

Job description

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 EngineerDepartment & Team: ITReports 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 in