20 hours ago
Frankfurt, GermanyStaff+
Responsibilities
- Design production-ready AI architectures for customer experience, contact center, self-service, agent copilot, journey management, and back-office automation use cases.
- Optimize retrieval-augmented generation and knowledge architectures through content structuring, chunking, embedding, ranking, and grounding strategies.
- Create AI evaluation frameworks, test sets, quality metrics, monitoring approaches, feedback loops, and business outcome measurements.
- Design contextual AI experiences using real-time customer data, interaction history, external signals, conversation state, and prompt strategies.
- Optimize enterprise AI solutions for scalability, latency, throughput, reliability, governance, and cost efficiency, including voice use cases.
- Support presales activities including technical discovery, solution design, demonstrations, sandbox and trial engagements, integration guidance, and value assessments.
- Design and deploy AI prototypes in sandbox or customer development environments and help transition successful prototypes into production pilots.
- Build integrations with third-party systems through RESTful APIs and interoperability patterns such as MCP and A2A.
- Develop reusable technical assets and enable Solution Consultants, partners, and account teams through workshops, coaching, and technical content.
- Provide customer-driven technical feedback and strategic insights to Product Management and Engineering.
- Influence CIO and CTO stakeholders and position Genesys within broader IT and transformation strategies.
Requirements
- Hands-on experience designing modern AI solutions using classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, 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 strategies, success metrics, monitoring, offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.
- Strong executive communication, technical demonstration, presentation, field enablement, and business value translation skills.
- Practical experience designing prompts, context strategies, and orchestration flows as part of broader AI system architectures.
- Demonstrated success partnering with sales teams on customer challenges and AI-focused technical solutioning.
- Proven ability to influence CIO and CTO decision-makers.
- Strong understanding of the Genesys Cloud platform and Genesys AI is preferred.
- Foundational programming knowledge, with Python preferred.
- Fluency in English and German.
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.
- Opportunity to build and operate AI technology used by more than 8,000 organizations worldwide.
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.