AI Agent Developer

We are seeking an AI Agent Developer to design, develop, integrate, and maintain production-ready AI solutions. The role will focus on AI agents, LLM-powered applications, orchestration services, APIs, and secure integrations with internal and third-party systems.A primary focus will be the contact center, integrating AI solutions with Genesys Cloud to support virtual agents, real-time agent assistance, knowledge retrieval, interaction summarization, workflow automation, and other contact-center use cases.This is a hands-on software-development role. The developer will build applications and services that enable AI agents to retrieve information, apply business rules, call authorized APIs, interact with company systems, and perform controlled actions.
Key ResponsibilitiesAI Agent DevelopmentDesign, develop, test, deploy, and maintain AI agents and LLM-powered applications.Build agents capable of understanding requests, retrieving information, applying business rules, selecting tools, calling APIs, and completing authorized actions.Develop reusable tools, APIs, and orchestration services for internal applications, CRM systems, databases, and third-party platforms.Manage prompts, conversation context, workflow states, tool selection, structured outputs, retries, timeouts, and error handling.Evaluate LLMs and AI services from different providers and support solutions from proof of concept through production.Design reusable AI configurations for different departments, channels, languages, and use cases.
Contact Center AIDevelop AI solutions integrated with Genesys Cloud for voice, web chat, SMS, WhatsApp, and other supported channels.Build virtual agents capable of answering questions, gathering information, identifying or authenticating members, executing approved actions, and transferring interactions to human agents.Develop real-time agent assistance for intent identification, knowledge retrieval, recommended responses, next-best actions, policy guidance, workflow support, message drafting, and escalation detection.Implement transcription, summarization, categorization, disposition, and after-call documentation.Integrate AI with CRM, member, contract, reservation, benefit, payment, and account systems through APIs, webhooks, and Genesys Data Actions.Preserve relevant context during AI-to-human transfers and implement appropriate fallback and escalation processes.Ensure AI actions comply with business rules, authorization requirements, and operational policies.Support English- and Spanish-language interactions.
Knowledge AssistantBuild an internal AI assistant using retrieval-augmented generation (RAG) to provide contact-center employees with reliable answers from approved company knowledge.Integrate approved procedures, policies, club benefits, reservations, cancellations, payments, property information, promotions, training materials, FAQs, scripts, and operational documentation.Provide citations or source links whenever possible and prevent unsupported information from being presented as fact.Implement role-based access to ensure employees only receive authorized information.Develop document ingestion, indexing, versioning, expiration, re-indexing, and content-approval processes.Implement feedback mechanisms to identify and correct inaccurate or outdated responses.
Software & Systems IntegrationBuild backend services, APIs, middleware, and event-driven integrations for AI applications.Integrate with Genesys Cloud, CRM and member systems, reservation and contract platforms, billing and payment systems, communication-consent platforms, SMS/WhatsApp, email, knowledge sources, and third-party providers.Create secure tool interfaces that control which systems, data, and operations each AI agent can access.Separate AI reasoning from critical business rules and ensure transactions are validated by source systems before confirmations are communicated.Implement authentication, authorization, idempotency, retries, timeouts, logging, monitoring, and failure recovery.
AI Quality & TestingDevelop automated tests for AI agents, prompts, tools, integrations, and business workflows.Create realistic evaluation scenarios in English and Spanish.Evaluate answer accuracy, retrieval relevance, intent recognition, tool selection, API accuracy, business-rule compliance, escalation behavior, hallucination risk, response time, and security.Perform regression testing when models, prompts, tools, documents, or business rules change.Test ambiguous, incomplete, incorrect, and potentially malicious inputs.Work with QA and contact-center teams to establish acceptance criteria and review failed interactions.
Security, Privacy & GovernanceProtect member information, contracts, reservations, payments, credentials, and PII.Ensure company and member information is not used to train public AI models.Implement authentication, authorization, RBAC, encryption, data masking, secure secret management, and least-privilege access.Protect against prompt injection, unauthorized tool execution, data leakage, malicious documents, and other AI-specific risks.Minimize sensitive information in prompts, responses, logs, and monitoring systems.Maintain appropriate audit records of AI requests, sources, tool calls, actions, outcomes, and errors.Ensure SMS and WhatsApp workflows comply with communication-consent requirements.Support applicable privacy, PCI DSS, security, and audit requirements.
Monitoring & Production SupportImplement structured logging, metrics, tracing, dashboards, and alerts.Monitor adoption, answer accuracy, retrieval quality, API failures, response times, transfer and containment rates, unsupported responses, security issues, and AI costs.Diagnose and resolve production issues across AI applications and integrations.Analyze interactions to identify knowledge gaps, workflow failures, and improvement opportunities.Continuously improve prompts, tools, retrieval, integrations, and conversational workflows.Maintain technical documentation, architecture diagrams, support procedures, and operational runbooks.
Required QualificationsBachelor's degree in Computer Science, Software Engineering, Information Systems, or equivalent professional experience.3+ years of professional software-development experience.Strong experience with C# and .NET for backend and enterprise application development.Experience developing REST APIs, webhooks, and third-party integrations.Practical experience developing applications using LLMs or generative AI.Understanding of AI agents, prompt engineering, tool/function calling, structured outputs, RAG, embeddings, vector search, conversation-state management, and AI evaluation.Experience with relational databases and SQL.Knowledge of authentication, authorization, RBAC, and secure API development.Experience with Git, code reviews, automated testing, and CI/CD.Ability to troubleshoot distributed applications and integrations.Ability to translate business and operational requirements into reliable technical solutions.Strong analytical, communication, documentation, and problem-solving skills.Professional proficiency in English.
Preferred QualificationsHands-on experience with Genesys Cloud, including APIs, Architect, Data Actions, routing, messaging, knowledge, transcription, or agent assistance.Experience developing conversational AI for voice, chat, SMS, or WhatsApp.Experience with Azure OpenAI, OpenAI APIs, or other enterprise LLM platforms.Experience with AI-agent frameworks, orchestration libraries, Azure AI Search, vector databases, or enterprise-search platforms.Experience using Python for AI applications, integrations, evaluation, or data processing.Experience with Angular or other modern frontend frameworks.Experience developing bilingual English/Spanish conversational applications.Experience integrating AI with CRM, reservation, payment, or contact-center systems.Experience in travel, hospitality, vacation ownership, loyalty, or member-service operations.Familiarity with contact-center operations, privacy, consent management, PCI DSS, PII protection, monitoring, vulnerability scanning, and DevSecOps.
Key CompetenciesStrong software-development and systems-integration fundamentals.Practical understanding of AI capabilities, limitations, and risks.Strong API-design and troubleshooting skills.Security- and privacy-first mindset.Attention to accuracy, reliability, and auditability.Ability to build production solutions rather than demonstrations only.Ability to communicate technical risks and tradeoffs clearly.Ability to work independently and collaborate across technical and operational teams.Willingness to continuously learn and evaluate emerging AI technologies.
Reporting & CollaborationThe AI Agent Developer will report to the Software Development Director and collaborate closely with Software Development, Contact Center Operations, Member Services, QA, Project Management, Infrastructure & DevOps, Information Security, business stakeholders, Genesys, and other technology partners.