AI Forward Deployed Engineer EMEA

AI Forward Deployed Engineer EMEA

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.

Role Overview

As a Forward Deployed Engineer at Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation. You will partner directly with strategic customers across the EMEA region to design, prototype, and operationalise Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys, we're transforming how organisations connect with their customers through empathy, collaboration, and innovation. This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation — and to shape how that transformation capability is built and scaled within the organisation.

What You'll Do

Discovery and Strategy Alignment

• Partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases aligned with strategic objectives
• Assess value, effort, and feasibility to prioritise initiatives effectively
• Translate customer KPIs (AHT, CSAT, containment rates, etc.) into actionable AI solution opportunities

Design and Architecture

• Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration
• Lead process-redesign workshops to create seamless, channel-agnostic CX
• Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)

Prototype and Implementation

• Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related product suites
• Integrate Genesys AI components with customer CRM, ERP, and third-party systems
• Establish implementation KPIs and analytics to measure model and journey performance

AI Engineering & Outcome-Oriented Delivery

• Design and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherence
• Build automated eval pipelines that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versions — treating evals as a continuous improvement mechanism, not a one-time QA gate
• Apply knowledge engineering methods to assess and optimise knowledge bases for AI consumption: groundedness checks, semantic coverage analysis, retrieval relevance scoring, and LLM-based preprocessing to transform raw content into formats that perform in production
• Architect agentic systems with precision, instrument deployments using AI observability tooling, measure success through production adoption and demonstrable outcome improvement

Optimisation and Continuous Improvement

• Evaluate solution performance against KPIs and refine designs based on data-driven insights
• Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps
• Document best practices and reusable accelerators to strengthen future deployments

Governance, Ethics, and Enablement

• Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses
• Adhere to Genesys ethical standards and compliance frameworks
• Mentor customer and partner teams to build long-term AI maturity and self-sufficiency

What We're Looking For

Experience

• Bachelor's degree (Master's preferred) in Computer Science, Information Technology, Data Science, or a related discipline
• 8–12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture — demonstrated through overlap and measurable customer impact, not additive year counts across separate tracks
• At least five years of experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar)
• Hands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production contexts
• Demonstrated experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP)
• Track record of mentoring or developing technical peers and codifying expertise into approaches others can build on

Technical Skills

• CX orchestration and workflow design across multiple platforms
• Conversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels
• AI evaluation frameworks: design and execution of groundedness, relevance, goal completion, and policy adherence evals.
• Knowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption
• Agentic system design: tool schema authoring, multi-agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise-safe agent behaviour
• Applied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying and pattern identification — AI-assisted development tooling is expected and encouraged
• Data and integration expertise: REST APIs, event-driven architecture, JSON
• Cloud infrastructure familiarity: provisioning, access control, and cost management (AWS preferred)
• Data governance, security compliance, and responsible AI design principles

Business And Soft Skills

• Strong analytical and critical thinking skills, able to bridge technical and business domains
• Excellent communication and stakeholder engagement skills, able to influence executive audiences and drive alignment on AI strategy
• Ability to translate technical findings into precise business impact language — specific metrics, causal relationships, and timelines — not vague reassurances
• Proven leadership in cross-functional environments and complex enterprise contexts
• Product instinct: able to define success metrics, surface well-formed requirements, and articulate the business case for technical decisions
• Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Multilingual communication ability is an advantage across the EMEA region

If a Genesys employee referred you, please use the link they sent you to apply.

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.

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.

Key skills/competency

• AI Engineering
• Forward Deployed Engineer
• Genesys Cloud
• Customer Experience (CX)
• AI Implementation
• Solution Architecture
• Agentic AI Systems
• Conversational AI
• Knowledge Engineering
• Data Analysis