Principal Software Engineer

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.

Principal Engineer, MCP & A2A
Department & Team: Engineering – MCP Orchestration
Location: Virtual Office (Portugal)

Summary
We're looking for a Principal Engineer to build the MCP, A2A, and agentic workflow systems at Genesys. This is a hands-on engineering role at the deepest technical level of the domain. You will design and ship the MCP server and client infrastructure, the agent-to-agent communication layer, and the orchestration runtime that agentic workflows run on. You are the person who solves the hardest problems in this stack, and the one other engineers come to when an agent system does something nobody can explain.

Key Responsibilities

• Design and build Genesys MCP infrastructure: servers, clients, tool and resource schemas, transports, auth and scoping, versioning, and the internal MCP registry
• Build the A2A layer: agent discovery, capability advertisement, task delegation and handoff, message contracts, trust boundaries, and failure semantics between agents
• Build the agentic workflow runtime: planning and tool-call loops, state and context management, memory, human-in-the-loop checkpoints, retries, and termination conditions
• Take the hardest problems in the stack end to end, from prototype through production
• Build the evaluation and observability tooling for agent systems: tracing across agent hops and tool calls, eval harnesses, regression gates, cost and latency instrumentation
• Engineer the security of agent systems: tool sandboxing, least-privilege tool access, prompt-injection and tool-abuse defenses
• Debug and resolve the production failures nobody else can, across non-deterministic multi-agent paths
• Make build-vs-buy calls on agent infrastructure: MCP gateways, agent runtimes, orchestration frameworks, eval tooling
• Work directly with the engineers building on this stack, through code review, design review, and pairing

Minimum Requirements

• 12+ years of professional software engineering experience, still writing code
• Deep hands-on expertise with MCP: has designed and shipped MCP servers and clients, not just consumed them
• Deep hands-on expertise with A2A or equivalent multi-agent communication patterns, including delegation, handoff, and failure handling across agent boundaries
• Proficiency in Java and/or TypeScript/Node
• Has built and operated multi-step agentic workflows in production under real reliability, latency, and cost constraints
• Experience building evaluation and observability for non-deterministic systems
• Track record shipping platform or infrastructure other engineers build on
• Excellent written and verbal communication, including explaining agent architecture tradeoffs to non-technical stakeholders

Desirable Skills

• Contributions to the MCP or A2A specs, or to open-source agent orchestration projects
• Prior Principal or Distinguished Engineer role building agent or platform infrastructure
• Experience with agent security and adversarial testing of tool-using systems
• Conference talks or published technical work on MCP, A2A, or agent orchestration

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 is Great 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 our Careers site and Sustainability 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.

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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 at reasonable.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.