17 hours ago
Remote, SwedenSenior
Responsibilities
- Architect end-to-end, production-ready AI systems for customer experience orchestration and contact center use cases.
- Design retrieval, knowledge, context-management, prompt, orchestration, fallback, human-handoff, and failure-handling strategies.
- Define AI evaluation frameworks, test sets, quality metrics, monitoring, feedback loops, and business outcome measures.
- Optimize AI systems for scalability, voice latency, throughput, reliability, governance, and cost efficiency.
- Support technical discovery, solution design, demonstrations, sandbox and trial engagements, integrations, and value assessments during presales activities.
- Design and deploy AI prototypes in sandbox or customer development environments and transition successful prototypes into production pilots.
- Build integrations with third-party systems through RESTful APIs and emerging interoperability patterns such as MCP and A2A.
- Create reusable technical assets and enable Solution Consultants, partners, and account teams through workshops, coaching, and technical content.
- Provide customer-driven feedback to Product Management and Engineering on AI product design and implementation.
- Influence CIO- and CTO-level stakeholders and position Genesys within broader IT and transformation strategies.
Requirements
- Hands-on experience designing modern AI solutions using classic ML, NLU/NLP, retrieval 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 design for voice latency, fallback paths, throughput, reliability, secure data access, governance, explainability, multilingual requirements, and business risk.
- 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, sales partnership, business-value orientation, and influence with CIO/CTO decision-makers.
- Practical experience with prompt design, context strategies, and AI workflow orchestration as part of broader system architecture.
- Strong understanding of the Genesys Cloud platform and Genesys AI is preferred.
- Foundational programming knowledge, with Python preferred.
- Fluency in English and Swedish is required; Danish, Finnish, Norwegian, or German fluency is a plus.
Benefits
- Flexible-first 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.
- 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.