14 hours ago
Remote, United KingdomStaff+
Responsibilities
- Lead discovery and strategy alignment with enterprise customers, advisors, solution consultants, and stakeholders to identify AI use cases and define technical priorities.
- Design reference architectures, integration patterns, data flows, CX workflows, and process-redesign solutions that meet security, privacy, and regulatory requirements.
- Build rapid POCs and MVPs using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related product suites.
- Integrate AI components with customer CRM, ERP, and third-party systems using APIs, data pipelines, and cloud environments.
- Design evaluation frameworks and automated pipelines for intent accuracy, retrieval groundedness, response relevance, goal completion, policy adherence, prompt variants, guardrails, and model versions.
- Architect agentic systems, including agent topology, tool schemas, prompt engineering, and orchestration logic.
- Define KPIs, analyze production performance, optimize solutions, and connect AI adoption to measurable customer outcomes.
- Lead customer workshops, communicate findings to executives, mentor customer and internal teams, and transfer expertise through reusable frameworks and accelerators.
- Champion responsible AI, governance, compliance, security, privacy, and ethical design practices.
- Provide evidence-backed field feedback to product and solution teams to influence roadmap priorities.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related discipline; a master’s degree is preferred.
- 8–12 years of combined experience in AI implementation, CX or CCaaS platform consulting, or technical solution architecture.
- Extensive field experience implementing or supporting CX, CRM, or AI orchestration platforms.
- Hands-on experience building, evaluating, or operating LLM-powered agents in production contexts.
- Experience with APIs, data pipelines, modern cloud environments, and enterprise integrations.
- Track record of mentoring technical peers and codifying expertise into reusable approaches.
- Experience leading discovery, shaping scope, managing stakeholders, and operating autonomously in complex enterprise accounts.
- Strong ability to analyze data, form and test hypotheses, communicate quantified outcomes, and influence executive decisions.
- Experience with conversational AI, agentic virtual agents, knowledge engineering, retrieval and RAG pipelines, tool schemas, multi-agent systems, prompt engineering, and guardrails.
- Applied data analysis experience with Python and SQL, plus expertise in one or more enterprise CCaaS or agentic AI platforms.
- Experience with REST APIs, event-driven architecture, JSON, cloud provisioning, access control, cost management, data governance, and security compliance.
- Experience in industries such as financial services, healthcare, insurance, retail, or the public sector is useful; multilingual communication ability is an advantage.
- Genesys Cloud is preferred, with equivalent experience on platforms such as Google CCAI, Salesforce, AWS Connect, NICE CXone, Sierra, Decagon, or Cognigy also accepted.
Benefits
- Flexible-first working culture with regionally tailored employee programs.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and family-oriented regional programs.
- The role is part of a global EMEA organization supporting AI technology used by more than 8,000 organizations worldwide.
- The hiring process typically includes a Zoom interview, meetings with the hiring manager and interview team, and no more than five interviews in most cases.
Tech Stack
Categories
Solutions Engineering
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.