Note: The job is a remote job and is open to candidates in USA. Genesys is a leading company in customer experience solutions, helping organizations enhance their service through AI-powered technology. The Agentic AI and NLU Engineer role involves developing and improving Virtual Agents and NLU models, focusing on data-driven analysis and performance optimization to enhance automated systems in real-world environments.
Responsibilities
- 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
- Design and build NLU models (intents, entities, utterances) aligned to real user behavior and business use cases
- Define intent taxonomy and entity structures to ensure scalability and maintainability
- Create and curate high-quality training data to maximize coverage and accuracy
- Analyze conversation logs to identify misclassifications, false positives, gaps, and edge cases
- Perform post-launch tuning of NLU models through updates to training data, intent structure, and entity recognition
- Create and execute scripts to aid in analysis and application of updates to NLU models
- Measure and track NLU performance using defined evaluation metrics and test sets
Skills
- Master's degree in Computer Science, Data Science, Machine Learning or related technical field
- 3-5 years of experience working with conversational AI, generative AI, or related language technologies
- This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. now and in the future without sponsorship
- Experience with python and nodeJS for data preparation, analysis, evaluation, and tuning
- Experience with Genesys Cloud, other CCaaS or conversational AI platforms
- Comfortable presenting findings, recommendations and performance improvements to customers
- Comfortable working independently while collaborating with cross-functional teams
- Spanish is an asset
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
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
Company Overview