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.Location: For this role we are looking for the successful candidate to work on a hybrid basis from our office in Galway City.The Genesys Digital & AI group builds the innovations that power customer experiences for 8,000+ organisations worldwide. As a Principal Engineer you’ll design and evolve the backend platforms that make our Agentic AI products possible. You’ll own the technical strategy for core services, data, and runtime foundations; partner closely with Agentic AI specialists; and lead multiple teams to deliver secure, reliable, low‑latency systems at global scale. We don’t take ourselves seriously and we iterate rapidly to deliver valuable applied AI features to as many customers as possible.What You Will Do:Own the multi‑year backend strategy. Define north‑star architectures for APIs, data flows, events/streams, storage, consistency, and multi‑tenant isolation that underpin Agentic AI workloads.Create paved roads. Standardise service templates, libraries, REST/event patterns, schema/versioning, automated testing, and documentation that accelerates multiple teams.Design for scale, reliability and cost. Drive SLOs/SLA design, capacity planning, graceful degradation, performance engineering, and cost/stewardship for traffic and LLM‑adjacent workloads.Data platform & governance. Shape ingestion, transformation and cataloguing; ensure lineage, retention, residency and privacy‑by‑design; make data easy to use and hard to misuse.Operational excellence. Lead CI/CD, IaC, progressive delivery, runtime hardening, observability and on‑call practices; turn incidents into systemic fixes.Security first. Champion threat modelling, least‑privilege IAM, secrets management, supply‑chain hygiene, API authz/authn, and compliance controls.Partner with AI specialists. Co‑design interfaces, contracts and back‑pressure strategies for agents, RAG, tool calling and eval loops; hide complexity behind stable, well‑documented APIs.Lead major programmes. Cross‑team migrations, region expansion, service architecture, eventing upgrades, tech debt reduction and deprecations.Influence through writing and reviews. Run RFCs, ADRs and architecture reviews; communicate trade‑offs clearly to engineers, PMs and execs.Multiply talent. Coach Staff Engineers and tech leads; raise the bar on design, code quality and operational maturity across multiple teams.What We're Looking For:Bachelor’s or Master’s in Computer Science or related disciplines.8+ years building and operating backend / platform software, with evidence of technical leadership and impact across teams.Deep skill in Python and/or Java, and strong fundamentals in algorithms, data structures and distributed-systems design.Proven experience with event‑driven and service‑oriented architectures (e.g., Kafka/Kinesis/SQS; gRPC/REST), schema evolution, idempotency, and backwards‑compatible APIs.Expertise running on AWS at scale (IAM, networking, DynamoDB/RDS, S3, ECS/serverless, CloudWatch/OpenTelemetry) and modern DevOps/SRE (CI/CD, IaC, automated testing, runbooks).Track record of setting standards and unblocking/aligning multiple teams via influence; excellent communicator who maps technical choices to business outcomes.Evidence of performance and cost optimisation in latency‑sensitive, high‑throughput systems (profiling, caching, load shedding, rate limiting, async pipelines).Comfortable partnering with AI/ML teams and supporting LLM‑adjacent systems (feature stores, vector stores, evaluation harnesses, safety/guardrails) even if you’re not the model expert.Pragmatism, bias to action, and a growth mindset.Desirable Experience or Appetite to Learn:Analytics and data science frameworks/technologies, e.g. Apache Spark, Pandas.Machine learning concepts and frameworks.LLM systems concepts (tooling, retrieval, evals) and cost/latency trade‑offs.Security, privacy and governance of enterprise software.Our team already includes people of many genders, nationalities, ages and backgrounds. Diverse teams build better products, full stop – so if you’re unsure whether you meet every bullet, please apply anyway. We’re keen to hear how your unique experience can strengthen our crew.Our Benefits:Flexible work schedules and work-from-home optionsDevelopment and career growth opportunitiesExcellent pension schemeBonus schemeHealth InsuranceIncome Protection & Life AssuranceFamily-friendly leave allowances, including paid maternity and paternity leave.If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit .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 .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.
