Manager, Language Engineering (Conversational AI)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

About the Conversational AI Team:

Great customer experiences start with Genesys. As part of the Conversational AI team, you will help us build Genesys’ core AI capabilities including Speech and Natural Language Understanding/Processing, chat and voicebots, knowledge, summarization, copilots, and more, to power the next generation of Genesys’ offerings in Self and Assisted Services.

About the Role:

We are seeking an experienced Language Engineering Manager to lead a team within our Conversational AI group. You will play a crucial role in driving the development and evaluation of our language technologies, overseeing benchmarking efforts, and managing data curation and annotation processes.

Key Responsibilities:

• Lead and mentor a team of computational linguists, language data engineers, and data annotators

• Drive the design and execution of benchmarking projects for conversational AI and language technology features, continuously refining methodologies for improved efficiency, rigor, and scale

• Collaborate with cross-functional teams to define project goals, timelines, and deliverables, while promoting AI benchmarking best practices company-wide

• Manage multilingual data curation activities relevant to team projects, which may include creation, annotation, anonymization, and acquisition across various locales

• Contribute to the development of internal tooling that supports data curation, annotation, and benchmarking

• Foster a culture of excellence through high standards for data quality and project execution, while encouraging experimentation, collaboration, and iterative improvement

• Manage sprint planning, prioritize team objectives, and communicate project status to senior leadership

• Maintain broad awareness of industry developments, applying insights to enhance benchmarking strategies and  team capabilities

• Treat people with dignity and respect (from your coworkers to the agents and customers who interact with our products), be a thoughtful steward of the resources available to you (time, compute, budget, native speaker consultants, etc).  Uphold and promote ethical practices in data access, security, and privacy.

Job requirements

• Bachelor’s or Master’s degree in Computational Linguistics, Human-Computer Interaction, Data Science, Computer Science, or related field,

• 7+ years of experience in language technologies, 2+ years of experience in a technical leadership or management role

• Strong understanding of conversational AI technologies across multiple languages, including chatbots, speech recognition, natural language understanding, large language models (LLMs), and other GenAI applications

• Experience with data curation, annotation, and benchmarking processes

• Proficiency in python and familiarity with NLP-related tools and technologies

• Excellent communication and interpersonal skills

• Proven ability to manage multiple projects and priorities in a fast-paced environment

• Experience working in agile development environments

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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 [email protected]. 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.

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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.