Why This Job is Featured on The SaaS Jobs
This role stands out in the SaaS landscape because it sits at the intersection of cloud-delivered customer experience platforms and enterprise-grade security engineering. Genesys Cloud is positioned as an AI-powered orchestration product, and the remit here focuses on making AI services reliable and defensible when they are embedded across internal systems, data sources, and security tooling.
For a SaaS career, the long-term value is exposure to production AI that must meet the same operational standards as any core platform capability. The work spans retrieval-augmented generation pipelines, vector search, evaluation, monitoring, and secure-by-design controls, which are increasingly common building blocks for modern SaaS platforms adopting LLMs. Experience contributing reusable components to shared platforms also maps well to larger SaaS organizations where internal enablement and standardization shape delivery speed and risk posture.
This position will suit engineers who prefer end-to-end ownership, from design through on-call support, and who enjoy collaborating across security, data, and application teams. It is a strong fit for someone who wants to deepen applied AI engineering while staying grounded in platform reliability, governance, and auditability expectations typical of enterprise SaaS environments.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Senior AI/ML Engineer, Information Security Solutions and Knowledge Orchestration
Job Summary
At Genesys, we are transforming how organizations deliver empathetic, personalized experiences through AI-powered orchestration at global scale. As a Senior AI/ML Engineer on the Information Security Solutions and Engineering team, you will design and operate secure, scalable AI services that enable knowledge-driven decision-making across enterprise security and risk domains. This role focuses on building retrieval-augmented generation (RAG) and knowledge orchestration capabilities that integrate deeply with core enterprise platforms and security tooling. You will work independently across the full software development lifecycle while collaborating closely with security, data, and application teams. Joining Genesys means becoming part of a global engineering community that values ownership, collaboration, and meaningful impact.
About the Team
The Information Security Solutions and Engineering team builds scalable technical solutions that help the enterprise reduce risk, improve efficiency, and increase accuracy across security processes. The team partners with Information Security, GRC, Risk, Engineering, and Data teams to translate security requirements into automated, data-driven, and AI-enabled solutions that operate reliably in production environments.
Key Responsibilities
· Design, build, test, deploy, and operate AI and RAG services used across multiple internal enterprise applications.
· Develop end-to-end knowledge orchestration pipelines, including embedding generation, indexing, retrieval, and orchestration across structured and unstructured data sources.
· Build, scale, and maintain vector database and semantic retrieval solutions for enterprise-scale workloads.
· Deliver AI-enabled capabilities supporting information security and risk use cases, including asset intelligence, control validation, posture analysis, and risk summarization.
· Implement secure-by-design engineering practices such as access controls, data isolation, auditability, and operational safeguards.
· Contribute reusable components, libraries, and services to shared AI and data platforms used across teams.
· Apply evaluation, testing, and validation strategies to ensure accuracy, grounding, reliability, and performance of AI systems.
· Monitor and support production systems, identifying and addressing performance issues, model drift, or degradation.
· Participate in technical design reviews, code reviews, and incident response activities.
· Collaborate closely with data scientists, application engineers, and security stakeholders to deliver end-to-end solutions.
· Provide technical mentorship and guidance to junior engineers through collaboration and structured reviews.
Required Qualifications
· Bachelor’s or Master’s degree in Computer Science, Data Science, Machine Learning, or a related field.
· At least 5 years of experience in software engineering with applied AI or machine learning systems in production environments.
· Proven experience working across the full software development lifecycle, including requirements definition, system design, implementation, testing, deployment, and production support.
· Hands-on experience designing and operating retrieval-augmented generation systems and integrating large language models into applications.
· Strong proficiency in Python and modern ML or AI frameworks such as PyTorch, TensorFlow, or Hugging Face.
· Practical experience with embeddings, semantic search, and vector databases such as Pinecone, Weaviate, Milvus, FAISS, or pgvector.
· Experience building and operating systems in cloud environments such as AWS, Azure, or GCP.
· Familiarity with CI/CD pipelines, MLOps practices, and production monitoring and observability.
Preferred Qualifications
· Experience contributing to shared internal platforms or frameworks used by multiple engineering teams.
· Exposure to information security, risk management, governance, or compliance-focused use cases.
· Familiarity with knowledge graphs, hybrid retrieval approaches, or orchestration frameworks.
· Experience operating highly available, scalable, and observable services in production.
· Contributions to open-source projects or active participation in internal engineering communities.
Why Join Genesys
· Build AI solutions with real enterprise-scale and security impact.
· Work on production-grade systems that support critical business and security outcomes.
· Collaborate with global teams across engineering, data, and security disciplines.
· Take clear ownership with autonomy and growth opportunities at the Senior Engineer level.
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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 www.genesys.com.
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.
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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 and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
