Manager AI/ML

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.

Manager - AI/ML

The Team and Your Role

We're seeking a Manager to lead a team of AI Engineers and Data Scientists building, deploying, and operating machine learning and generative AI solutions that drive business outcomes. The team is primarily focused on AI Engineering and Data Science, with some software engineers supporting productionization and integration. You'll combine deep applied AI expertise with proven management skill to lead strategic initiatives, grow your people, and ensure AI solutions are delivered responsibly and effectively.

What You Will Do

• Lead a small to mid-sized team of AI Engineers, Data Scientists, and software engineers; plan resourcing against timelines; and own hiring, performance reviews, coaching, and career development across both engineering and data science paths
• Guide research teams that build, train, and deploy their own models, and teams that deliver solutions featuring LLMs and LAMs, from problem framing and experimentation through evaluation and production operation
• Work on extremely complex problems requiring strong technical and quantitative skill, exercising independent judgment in developing methods and evaluation criteria across diverse data sets
• Present results to upper management, explain difficult AI and data science concepts and tradeoffs to technical and non-technical audiences, and partner with stakeholders on matters affecting own and related teams

Required Skills & Experience

• Bachelor's or Master's in Computer Science, Machine Learning, Data Science, Engineering, or related field (or equivalent), with 8-10 years of relevant experience including proven leadership of AI/ML or data science teams and the ability to direct and review the work of experienced professionals
• Proven experience overseeing research teams that have built, trained, and deployed their own models into production, covering the full lifecycle from problem definition and dataset preparation through experimentation, evaluation, and operation
• Direct experience overseeing teams that have built and deployed solutions featuring LLMs and/or LAMs through fine-tuning, distillation, and combining or adapting open-weight models, with supporting work in prompt and context engineering, retrieval-augmented generation, agentic workflows, and evaluation of generative systems
• Strong grounding in machine learning and statistical methods, model development and evaluation, and the tradeoffs of deploying models at scale, with hands-on MLOps experience (experiment tracking, CI/CD for models, monitoring for drift and performance) and proficiency in Python and relevant frameworks (e.g., PyTorch, TensorFlow, scikit-learn, Hugging Face)
• Ability to architect scalable, robust AI and data platforms on AWS (microservices, RESTful APIs, serverless, Kafka, GPU/compute infrastructure); manage technical projects through delegation and review; collaborate with cross-functional partners (PM, UX); and apply responsible AI practices for secure, reliable, fair AI behaviour

Desirable Skills & Experience

The following would be great additions but are not required:

• Deep understanding of modern deep learning and generative AI architectures, large-scale training or fine-tuning, and model evaluation, safety, and alignment techniques
• Publications, patents, open-source contributions, or a demonstrated history of taking novel research from idea to deployed product
• Experience with data pipelines, feature stores, vector databases, and data governance practices that support production AI
• Experience contributing to HLA/HLD documents, leading design discussions across teams, and making architectural decisions for enterprise-scale AI systems
• Collaborative mindset with commitment to psychological safety, inclusion, and helping team members do their best work while driving high performance

What We Offer

You'll lead a talented team of AI Engineers and Data Scientists while staying technically hands-on, with clear advancement paths toward senior leadership roles. We offer continuous learning in both management and emerging AI technologies, remote work options, and a culture built on mutual support, work-life balance, and professional growth.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally– Genesys isGreat Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through ourCareers site andSustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 

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 atreasonable.accommodations@genesys.com.

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.