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.
As a Principal Cloud Network Engineer, you are a hands-on technical authority responsible for designing, building, automating, and operating the global cloud and hybrid network platform that powers customer-facing services used by over 2 million active agents worldwide.
This role operates at true hyperscale enterprise complexity, supporting production environments spanning 20+ AWS regions (and growing) with stringent requirements for availability, latency, security, and operational excellence. You will own and evolve the AWS networking foundation that underpins mission-critical, revenue-impacting platforms, while also integrating Azure networking where required to support a multi-cloud strategy.
You are expected to work deeply in production systems—authoring Terraform, writing automation, debugging live routing issues, and improving reliability at scale. As a Principal IC, you hold direct ownership of technical decisions, influence standards used globally, and are accountable for long-term network health and evolution.
In parallel, you act as a technical mentor and force multiplier, raising the bar for cloud networking and automation skills across the organization through hands-on collaboration, pairing, and cross-training. This is not a review-only or advisory role—you lead by building, operating, and improving real systems that customers depend on every day.
Key Responsibilities:
Why This Role ?
- Global, customer-facing impact: You will work on networks that directly support a platform used by millions of agents across the globe, where availability and performance have immediate customer and business impact.
- Real scale, real ownership: This role operates across 20+ AWS regions, multi-account architectures, and complex hybrid connectivity. You are trusted to make and own high-impact technical decisions end to end—from design through production.
- Principal IC growth path: This role sits on a long-term individual contributor career track, offering the opportunity to expand technical influence, shape global standards, and grow without moving into people management.
- Modern, engineering-first culture: Automation, infrastructure as code, observability, and AI-assisted operations are core expectations—not side projects. We prioritize durable systems, blameless learning, and continuous improvement over manual heroics.
- Global collaboration and visibility: You will work closely with architects, platform teams, SREs, and security partners across regions, influencing designs and practices used worldwide.
- AWS Cloud Networking, Hybrid, Multi-Cloud Engineering
- Design, implement, and operate large-scale AWS network architectures, including: VPC and subnet design, Transit Gateway and multi-account connectivity, VPC peering and PrivateLink, Load balancing, NAT, and routing strategies
- Build and maintain highly available, low-latency AWS networks across multiple regions.
- Actively troubleshoot and resolve complex AWS networking issues in production environments.
- Continuously optimize AWS network designs for scalability, security, and operational efficiency.
- Provide hands-on guidance for Azure networking implementations to ensure interoperability and consistency.
- Implement and operate hybrid connectivity between on-premises environments and AWS using Direct Connect, VPN, and BGP.
- Integrate Azure networking components (VNets, gateways, peering, routing) into hybrid and multi-cloud architectures.
- Own global routing behavior across on-prem and cloud environments, including traffic engineering and failover.
- Support secure connectivity to SaaS platforms and global office locations.
- Automation, AI & Self-Healing Networks
- Build automation-first network operations, not manual runbooks.
- Design and implement self-healing network workflows using telemetry, event-driven automation, and intelligent remediation.
- Partner with Cloud and Platform teams to feed network telemetry into AI-powered monitoring and analytics platforms.
- Reduce incident volume and MTTR through predictive alerting, automated validation, and remediation.
- Continuously replace repetitive operational tasks with automation.
- Own global routing strategies across cloud and on-prem environments, including BGP design and traffic engineering
- Lead the adoption of AI‑assisted networking and AIOps practices to improve reliability, performance, and operational efficiency.
- Infrastructure as Code & Engineering Excellence
- Author and maintain Terraform code for all cloud networking components.
- Build reusable, modular IaC patterns that enable consistent global deployments.
- Develop automation using Python, APIs, and CI/CD pipelines for provisioning, validation, and lifecycle management.
- Enforce engineering best practices: version control, peer reviews, testing, and safe change rollout.
- Treat network infrastructure as production software.
- Collaborate on WAN and SD-WAN integration strategies supporting cloud connectivity and global traffic optimization
Mentorship, Cross-Training & Technical Leadership
- Mentor senior and mid-level engineers through hands-on pairing, design walkthroughs, and code reviews.
- Lead cross-training efforts to upskill traditional network engineers in cloud, automation, and IaC.
- Share deep AWS networking expertise through documentation, workshops, and real-world problem solving.
- Lead by example—writing code, debugging incidents, and improving systems directly.
- Architecture, Operations, Reliability Strategic Influence
- Collaborate with Network Architecture and Cloud Platform teams to shape future-state designs.
- Translate architectural direction into working, production-ready implementations.
- Influence standards and roadmaps through proven solutions rather than abstract designs.
- Participate in global on-call rotations and lead hands-on response to high-severity incidents.
- Perform deep root-cause analysis and implement permanent, automated fixes.
- Improve observability, documentation, and operational readiness across the network platform.
Required Qualifications:
- 10+ years of network engineering experience with significant hands-on production ownership.
- Expert-level AWS cloud networking experience (design, build, operate).
- Strong practical experience with Azure networking in enterprise or hybrid environments.
- AWS Certified Advanced Networking – Specialty (required).
- Deep understanding of enterprise routing, BGP, and traffic engineering.
- Strong Terraform experience in production environments.
- Automation and scripting experience (Python preferred).
- Proven ability to mentor engineers through direct technical engagement.
- Ability to operate independently and make high-impact architectural decisions.
Preferred Qualifications (Good to have)
- Experience operating global networks at SaaS or hyperscale environments
- Familiarity with AIOps platforms or custom analytics pipelines.
- Experience with SD‑WAN and global traffic optimization strategies.
- Good to have - Additional cloud certifications (Azure, Google Cloud).
Core Competencies
- Hands-on principal-level engineering depth
- AWS networking authority with multi-cloud execution
- Automation-first, software-driven mindset
- Mentorship through doing, not delegating
- Ownership of outcomes, not just designs
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
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