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

• 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.