1 day ago
Responsibilities
- Architect reliable, production-ready AI systems for customer experience orchestration and contact center use cases.
- Design RAG and enterprise knowledge architectures, including content structuring, chunking, embedding, ranking, context management, and prompt strategies.
- Define AI evaluation frameworks, test sets, quality metrics, monitoring, feedback loops, and business-impact measurements.
- Optimize AI systems for latency, throughput, reliability, scalability, governance, and cost efficiency.
- Conduct technical discovery, solution design, product demonstrations, sandbox and trial engagements, integrations, and value assessments for presales opportunities.
- Build and deploy AI prototypes and integrations with third-party systems through RESTful APIs, MCP, and A2A.
- Partner with account teams and Professional Services to transition prototypes into production pilots and validate KPIs and business outcomes.
- Create reusable technical assets and enable Solution Consultants, partners, and account teams through workshops, coaching, and technical content.
- Provide customer-driven technical and strategic feedback to Product Management and Engineering.
- Influence CIO- and CTO-level stakeholders and position Genesys within broader IT and transformation strategies.
Requirements
- Hands-on experience designing modern AI solutions using combinations of classic ML, NLU/NLP, retrieval systems, LLMs, orchestration, tool use, and agentic approaches.
- Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and cloud ecosystems.
- Ability to make architecture tradeoffs involving latency, cost, explainability, governance, multilingual requirements, business risk, reliability, and secure data access.
- Experience defining AI evaluation, governance, observability, monitoring, safety, drift, auditability, retrieval-quality, tool-call accuracy, and cost-control strategies.
- Strong executive communication, technical demonstration, presentation, sales partnership, business-value orientation, and field-enablement abilities.
- Practical experience with prompt design, context strategies, and AI orchestration workflows as part of broader system architectures.
- Strong understanding of the Genesys Cloud platform and Genesys AI is preferred.
- Foundational programming knowledge, with Python preferred.
- Fluency in English and Polish is required; French or German fluency is a plus.
- Proven ability to influence CIO and CTO decision-makers.
Benefits
- Flexible-first working culture with flexible ways of working.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
- 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.
- Genesys is Great Place to Work certified in 17 countries, with 94% of employees reporting pride in working there.
Tech Stack
Categories
Solutions Engineering
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 and data across the enterprise to driver customer loyalty, business growth and operational efficiency. We’re building AI where it matters, empowering employees to shape the future of customer experience through meaningful, real-world innovation. To learn more, visit www.genesys.com.