Software Engineering Specialist

Job Description

Job Req ID: 56788

Posting Date: 15-Apr-26

Function: Software Engineering

Location: Bellandur, Bengaluru

About the role

In the role of Software Engineering Specialist – Genesys Chat & AI, your contributions carry profound significance within our organisation. As the guardian of customer interaction platforms, you ensure the seamless migration, reliability, and performance of chat and messaging services into Genesys Cloud CX and Genesys Engage, delivering consistently high-quality conversational experiences to our customers.

Your expertise in AI-driven conversational technologies strengthens our ability to automate and personalise customer interactions at scale, integrating intelligent chatbots and virtual assistants powered by platforms such as Google Dialogflow, Amazon Lex, and Microsoft Bot Framework.

You foster innovation and scalability by enabling intelligent automation, improving customer journeys, and reducing operational friction through AI and chat transformation. Your commitment to enhancing user experience, ensuring platform stability, and enabling data-driven insights is pivotal to our success.

You orchestrate seamless platform migrations, minimise disruption, and ensure continuity of service while modernising legacy systems. Through collaboration, documentation, and adaptability in a rapidly evolving CX and AI landscape, you strengthen our organisation’s digital capabilities and resilience.

By embracing this role, you champion our mission of delivering intelligent, scalable, and customer-centric digital experiences. Join us and make a significant impact in the evolution of conversational AI and customer engagement.

What you’ll be doing

• Lead the migration of legacy chat and messaging platforms to Genesys Cloud CX / Genesys Engage, ensuring minimal disruption and seamless transition
• Design, configure, and implement chat, messaging, and digital interaction workflows within Genesys platforms
• Develop and integrate AI-powered chatbots and virtual assistants using tools such as Google Dialogflow, Amazon Lex, Amazon Q and Microsoft Bot Framework
• Implement Natural Language Processing (NLP) capabilities to enhance conversational experiences and automate customer interactions
• Integrate Genesys platforms with CRM systems, APIs, and third-party services using REST/SOAP interfaces
• Configure and manage omnichannel communication including web chat, messaging apps, and asynchronous channels
• Optimise customer journeys using AI insights, automation, and analytics
• Perform system testing, validation, and performance tuning for chat and AI solutions
• Ensure compliance with security, data privacy, and governance standards across all integrations
• Collaborate with cross-functional teams including product, engineering, and operations for solution delivery
• Support CI/CD pipelines and deployment processes for chatbot and Genesys configurations
• Monitor system performance, troubleshoot issues, and provide ongoing support and enhancements
• Maintain comprehensive documentation for architecture, workflows, and operational procedures
• Contribute to continuous improvement initiatives and innovation in conversational AI and CX technologies

Essential Skills / Experience

• Strong expertise in Genesys Cloud CX or Genesys Engage
• Proven experience in chat platform migration and transformation projects
• Hands-on experience with conversational AI and chatbot platforms such as Google Dialogflow, Amazon Lex, or Microsoft Bot Framework
• Strong understanding of Natural Language Processing (NLP) and AI-driven automation
• Integration expertise using REST APIs, web services, and middleware technologies
• Programming/scripting knowledge in JavaScript, Python, or similar languages
• Familiarity with customer experience (CX) platforms and contact centre operations
• Experience with cloud platforms (AWS, Azure, or GCP) and related services
• CI/CD and DevOps practices with tools such as Jenkins, GitLab, or similar
• Strong problem-solving, methodical, and troubleshooting skills
• Knowledge of security, compliance, and data protection standards
• Excellent communication, documentation, and stakeholder management skills
• Experience working in Agile/Scrum environments
• Ability to adapt quickly to evolving technologies in AI and digital customer engagement

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.