Senior Engineer, Platform Engineering ( Genesys Cloud, CI/CD, Python OR Node.js)

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. Summary This is an engineering role responsible for implementing Genesys Cloud to support HR user experience initiatives internal to Genesys. This is not a Genesys Cloud product development role; you will design, build, and deploy Genesys Cloud automations, workflows, and AI-driven enhancements for internal HR use cases, such as employee self-service and HR support. As part of the IT Platform Development team, you’ll partner with HR stakeholders to build and extend flows, bots, and integrations that improve the employee experience across Genesys. This role combines deep technical expertise in Genesys Cloud with the opportunity to innovate using AI and automation technologies at enterprise scale Key Responsibilities Design and develop Genesys Cloud Architect flows, Dialog Engine Bot Flows, and Knowledge Workbench assets that support internal HR use cases. Build and support Data Actions, Workflows, and ServiceNow and HR system integrations to automate internal HR service processes Implement Agentic AI-driven features such as conversational bots, topic/sentiment analytics, predictive routing, and summarization, to improve the employee experience. Contribute to the design and operation of CI/CD pipelines for flows, bots, and integrations, ensuring safe and repeatable deployments. Write production-quality, reusable code or scripts to support automation, integration, and monitoring functions. Collaborate with the product owner, manager, and HR stakeholders to refine backlog items, estimate effort, and plan sprint deliverables. Partner with HR and People Operations stakeholders to understand employee experience needs and translate them into requirements and solutions. Participate in peer reviews, testing, and release validations to ensure high-quality, reliable deployments. Monitor flow and bot performance, analyze trends, and propose improvements to enhance automation accuracy, containment, and employee satisfaction. Maintain detailed documentation for flows, integrations, and deployment procedures. Minimum Requirements 4+ years of experience designing and implementing CCaaS or contact center automation solutions. Solid understanding of AI-driven contact center capabilities, including natural language understanding and predictive routing. Proficiency with ServiceNow or equivalent workflow automation platforms. Familiarity with CI/CD pipelines and Git-based source control.