Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Job description

This is an exciting time to be part of Genesys DX Digital & AI Business Unit as we are innovating with speed and scale.  We are pleased to offer a role in the Conversational AI group as we build out world-class language-driven products, platforms, and services that empower excellence in customer and agent experiences. 

As a member of the Language Engineering team, you will get to contribute to the research, development, and evaluation of Genesys’ core AI capabilities in Speech & Natural Language Processing and product areas spanning chatbots/voicebots, knowledge, and agent assistive technologies including summarization, across a wide range of languages. 

Our team designs and executes appropriate research methods for given business & product challenges.  We curate data and build tooling to both enable quality evaluation of AI models and data, as well as support the training of AI models.  Additionally, we provide assessments of linguistic and UX considerations in new features/products.  We are problem solvers who do practical research which ensures Genesys delivers great features across a rapidly expanding portfolio of languages. 

So reach out if you’re passionate about Conversational AI Benchmarking, Data Curation/Annotation/Management, Tooling & Automation Development, and/or of course, Languages! 

Key Responsibilities: 

• Curate high-quality language datasets and annotations, for diverse tasks and languages.  Leverage appropriate methods including manual creation, LLM-assisted, externally sourced (e.g. open source, purchased), etc. 

• Evaluate AI model/system quality through analyzing benchmark data and user feedback.  Conduct manual and machine-assisted error analysis, produce actionable conclusions, and maintain strong documentation for project stakeholders. 

• Develop and contribute to tooling that supports Data Curation and Evaluation, from ad hoc text processing scripts and utility libraries, to benchmarking and annotation software, testing pipelines and data management. 

• Be an active contributor to turning our project goals and problem statements into concrete execution plans.  Break down a feature we need to QA into the data we need, the evaluation methodology we’ll use, and the processes and tooling we’ll use to get those things done.  

• Collaborate effectively with feature teams to co-deliver pertinent features. Work closely to understand their data and evaluation needs, stay synchronized on priorities, and empower teams to improve their AI evaluation processes over time. 

• Balance concurrent projects and/or multiple project dimensions spanning languages, modalities (e.g. text vs voice), and other parameters.  Stay aware of statuses and time estimates, and proactively communicate progress as well as challenges. 

• Treat people with dignity and respect (from your coworkers to the agents and customers who interact with our products), and be a thoughtful steward of the resources available to you (time, compute, budget, native speaker consultants, etc) 

Minimum Requirements: 

• Bachelor’s degree in Computational Linguistics, Human-Computer Interaction, Data Science, CS, or related field plus 2 to 3 years experience, or Master’s degree in the same 

• Demonstrated experience in Language Data Curation and Analysis 

• Solid proficiency in Python programming and broad familiarity with NLP-related tooling and technologies 

• Strong time-management and detail-tracking skills 

• Proven ability to work independently as well as collaboratively 

• Native or bilingual-level proficiency in English 

Additional Desirable Skills: 

• Experience in Research Design, User Experience, etc 

• Experience in Testing Pipelines, Process Automation, Data Management, etc 

• Experience in chatbots, virtual agents, knowledge search, summarization, human-assistive copilots, etc. 

• Knowledge of additional large-market commercial languages, e.g. Spanish, French, German, Portuguese, Japanese, Chinese, Korean, Arabic, etc. 

• Power user of LLMs

#LI-GR1
#LI-Hybrid
 

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.