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.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 DoDiscovery and Strategy AlignmentPartner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases aligned with strategic objectivesAssess value, effort, and feasibility to prioritise initiatives effectivelyTranslate customer KPIs (AHT, CSAT, containment rates, etc.) into actionable AI solution opportunitiesDesign and ArchitectureDefine reference architectures, integration patterns, and data flows for AI-powered experience orchestrationLead process-redesign workshops to create seamless, channel-agnostic CXEnsure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)Prototype and ImplementationDeliver rapid POC and MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related product suitesIntegrate Genesys AI components with customer CRM, ERP, and third-party systemsEstablish implementation KPIs and analytics to measure model and journey performanceAI Engineering & Outcome-Oriented DeliveryDesign and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherenceBuild 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 gateApply 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 productionArchitect agentic systems with precision, nstrument deployments using AI observability tooling, Measure success through production adoption and demonstrable outcome improvement Optimisation and Continuous ImprovementEvaluate solution performance against KPIs and refine designs based on data-driven insightsCollaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmapsDocument best practices and reusable accelerators to strengthen future deploymentsGovernance, Ethics, and EnablementChampion responsible AI design principles and apply guardrails to prevent bias or unsafe responsesAdhere to Genesys ethical standards and compliance frameworksMentor customer and partner teams to build long-term AI maturity and self-sufficiencyWhat We're Looking ForExperienceBachelor's degree (Master's preferred) in Computer Science, Information Technology, Data Science, or a related discipline8–12 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 tracksAt 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 contextsDemonstrated 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 onTechnical SkillsCX orchestration and workflow design across multiple platformsConversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channelsAI 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 consumptionAgentic system design: tool schema authoring, multi-agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise-safe agent behaviourApplied 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 encouragedData and integration expertise: REST APIs, event-driven architecture, JSONCloud infrastructure familiarity: provisioning, access control, and cost management (AWS preferred)Data governance, security compliance, and responsible AI design principlesBusiness and Soft SkillsStrong analytical and critical thinking skills, able to bridge technical and business domainsExcellent communication and stakeholder engagement skills, able to influence executive audiences and drive alignment on AI strategyAbility to translate technical findings into precise business impact language — specific metrics, causal relationships, and timelines — not vague reassurancesProven leadership in cross-functional environments and complex enterprise contextsProduct instinct: able to define success metrics, surface well-formed requirements, and articulate the business case for technical decisionsExperience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public SectorMultilingual communication ability is an advantage across the EMEA regionIf 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.