5 hours ago
Kuala Lumpur, Malaysia or Singapore, SingaporeSenior
Responsibilities
- Build and document reusable solutions using Genesys solutions, infrastructure-as-code, APIs, cloud services, and modern technologies.
- Develop and present technical demonstrations tailored to executives, stakeholders, and business decision makers.
- Conduct customer discovery and business-user workshops to identify gaps, opportunities, projected benefits, and solution outcomes.
- Create customized demos, discovery documents, architecture proposals, solution design proposals, diagrams, assumptions, and sizing calculations.
- Advise customers on industry trends, best practices, implementation considerations, security needs, and Genesys solution fit.
- Lead teams of solution consultants, architects, technical engineers, value consultants, and service design leads for large or complex opportunities.
Requirements
- At least 5 years of experience implementing or integrating CRM systems, performing software implementation, and/or coding.
- Strong technical knowledge of IT concepts, software standards, databases, networking, infrastructure, security, and contact center technologies.
- Experience building and implementing customer experience solutions using modern Agentic AI techniques.
- Knowledge of contact center technologies including surveys, quality management, recording, workforce management, IVR, digital engagement, and PCI compliance.
- Understanding of VOIP, SIP, RTP, messaging carrier services, cloud or SaaS environments, and AI concepts such as LLMs, NLUs, and predictive AI models.
- Experience documenting technical artifacts, creating presentations, facilitating workshops, managing competing projects, and communicating with senior leaders.
- Strong autonomy, business acumen, customer and competitor awareness, and commitment to maintaining current CCaaS knowledge.
- Hands-on experience with JavaScript or Python, AWS, Salesforce, ServiceNow, CloudFormation, or Terraform is preferred.
- Experience with Agentic AI, Generative AI, prompt engineering, chain-of-thought, or machine learning concepts is preferred.
- Fluency in Mandarin is an advantage; a technology degree or relevant cloud, SaaS, or CCaaS certifications is also advantageous.
Benefits
- Hybrid work arrangement indicated by the #LI-Hybrid designation.
- Flexible-first 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.
- Genesys is Great Place to Work certified in 17 countries.
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.