Principal Engineer - Analytics & Contact Center Platforms

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.

Job Summary

At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. This role leads the design, development, and delivery of Genesys App Foundry applications and solutions for the U.S. market. The ideal candidate will bring both consulting and product leadership experience, driving initiatives from ideation through deployment and lifecycle management. You will collaborate across architecture, data, cloud, and AI disciplines to deliver market-ready, scalable solutions that enhance contact center performance and customer engagement.

Key Responsibilities

• Design, manage, and deliver the full lifecycle of Genesys App Foundry applications and solutions-from concept to implementation, testing, go-to-market, and long-term support.

• Partner with Product, Engineering, and Sales teams to align technology solutions with customer requirements and business objectives.

• Architect and guide the development of data integration and warehouse solutions using Snowflake and modern cloud technologies (AWS, Azure, GCP).

• Lead design, coding, and testing of analytical and reporting solutions across the Genesys and broader contact center ecosystem.

• Provide technical leadership, mentorship, and solution governance to ensure delivery excellence and scalability.

• Leverage AI and analytics to drive innovation and improve customer experience outcomes.

• Maintain compliance with U.S. data privacy and security regulations, including applicable state and federal standards.

• Effectively communicate complex concepts to diverse audiences including technical teams, business stakeholders, and executive leadership.

Required Qualifications

• 10+ years of experience in product development, product management, or consulting within the contact center industry .

• Must be authorized to work in the United States now and in the future without visa sponsorship needed.

• 8+ years of experience designing and developing analytical or reporting solutions using Genesys or comparable contact center technologies .

• Proven experience implementing analytical solutions across industries such as Insurance, Healthcare, and Financial Services.

• Expertise in Snowflake data modeling, ELT, stored procedures, and data warehouse architecture.

• 5+ years of hands-on experience with Snowflake .

• 5+ years of experience with AWS, Azure, or GCP cloud platforms.

• Strong understanding of AI, GenAI, and emerging customer experience technologies.

• Excellent ability to manage multiple priorities in a fast-paced, team-oriented environment.

• Exceptional communication and stakeholder management skills.

Preferred Qualifications

• Snowflake certification (SnowPro Core or Advanced).

• Experience with Genesys Cloud, Genesys Engage, Cisco, or Avaya contact center platforms.

• Experience in GenAI or AI-enabled analytics solutions.

• Prior experience in consulting or technical pre-sales solution development.

Why Join Genesys U.S.

Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers. In the United States, you'll collaborate with innovative teams that thrive on creativity, diversity, and technical excellence. You'll play a pivotal role in developing transformative AI and cloud-based solutions that power the world's leading customer experience platforms. At Genesys, we embrace empathy, drive innovation, and go big together.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

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

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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

Reasonable Accommodations:

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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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.