Agentic AI and NLU Engineer (English & Spanish)

About this role

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.

• Remote US-based\*

This role is focused on building and improving Virtual Agents and Agentic Agents on Genesys Cloud. You will develop NLU models and perform prompt engineering strategies, as well as review and improve post-launch performance. The work is hands-on and data-driven, involving ongoing analysis of real conversations and continuous tuning of both NLU and prompt performance.


You will also work directly with customers to understand requirements, review performance, and explain improvements. This is a good fit for someone who enjoys working deeply with language data, refining models and prompts through iteration, and directly impacting how well automated systems perform in production.


Key Responsibilities:
Agentic VA Configuration and Tuning

• Design and develop prompts for Agentic Virtual Agents to drive task completion
• Structure prompts to ensure proper grounding, tool/API usage, and response consistency
• Analyze failures in LLM-driven interactions and identify root causes (prompt, orchestration, or data issues)
• Iteratively refine prompts to improve reliability, edge-case handling, and user experience
• Evaluate end-to-end performance across NLU and LLM layers, implementing optimizations
• Establish and apply evaluation frameworks for continuous improvement of agentic systems

NLU Development

• Design and build NLU models (intents, entities, utterances) align...