Senior PS Forward Deployed Engineer

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🕒 April 29

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Act as the bridge between customer ambition and successful AI transformation • Partner directly with strategic customers across Latin America to design, prototype, and operationalize Genesys AI solutions that improve customer experience and business performance • Assess value, effort, and feasibility to support prioritization of initiatives • Translate customer KPIs such as AHT, CSAT, and containment into actionable AI opportunities • Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration • Lead process redesign workshops to enable seamless, omnichannel customer experiences • Ensure solutions meet Genesys and customer security, privacy, and regulatory requirements, including GDPR, PDPA, PCI, and HIPAA where applicable • Deliver rapid proof of concepts and MVPs using Genesys Cloud AI Studio, Copilot, and related tools • Integrate Genesys AI solutions with CRM, ERP, and third-party platforms • Establish KPIs and analytics frameworks to measure solution performance • Evaluate outcomes and refine solutions based on performance data and insights • Collaborate with Customer Success and Professional Services teams to transition solutions into production • Document best practices and reusable assets to support future deployments • Promote responsible AI practices, including governance and bias mitigation • Mentor customer and partner teams to build long-term AI capabilities

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Data Science, Business, or a related field, or equivalent practical experience • At least 5 years of experience implementing or supporting CX, CRM, or AI platforms such as Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar • 3 or more years of experience in solution architecture, systems integration, or AI-driven solution design • Experience working with APIs, data pipelines, and modern cloud environments such as AWS, Azure, GCP, or Genesys • Strong ability to collaborate across technical and business stakeholders • Preferred Qualifications: Experience with conversational AI or agent assist solutions across voice, chat, and messaging channels • Knowledge of integration patterns including REST APIs, event-driven architectures, and JSON • Experience with analytics and reporting tools such as SQL, Tableau, or Power BI • Familiarity with data governance, privacy, and security practices • Understanding of customer journey mapping and omnichannel CX processes • Experience in industries such as insurance, healthcare, banking, retail, or public sector

🏖️ Benefits

• Great benefits and perks like larger tech companies • Independence to make a larger impact on the company and take ownership of their work