1 day ago
Paris, FranceStaff+
Responsibilities
- Design production-ready AI architectures for customer experience orchestration and contact center use cases, including LLMs, workflows, tools, orchestration, fallback strategies, and human handoff.
- Optimize retrieval-augmented generation and enterprise knowledge architectures through content structuring, chunking, embeddings, ranking, and governance.
- Define AI evaluation frameworks, test sets, quality metrics, monitoring approaches, and feedback loops.
- Design contextual AI experiences using real-time customer data, interaction history, external signals, conversation state, and optimized prompt structures.
- Optimize solutions for enterprise scalability, latency, throughput, reliability, response time, and cost efficiency.
- Support presales technical discovery, solution design, demonstrations, sandbox and trial engagements, integrations, and value assessments.
- Build and deploy AI prototypes in sandbox or customer development environments and transition successful prototypes into production pilots.
- Build integrations with third-party systems using RESTful APIs and 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 technical feedback to Product Management and Engineering and influence CIO- and CTO-level stakeholders.
Requirements
- Hands-on experience designing AI solutions for customer experience orchestration and contact center use cases using classic machine learning, 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 AI evaluation, governance, observability, monitoring, offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost-control strategies.
- Strong executive communication, technical storytelling, field enablement, workshop development, and presentation skills.
- Practical experience with prompt design, context strategies, and AI workflow orchestration as part of broader system architecture.
- Proven ability to create and deliver technical demonstrations that explain AI integrations and business impact.
- Demonstrated success partnering with sales teams on customer challenges and AI-focused technical solutioning.
- Ability to identify process optimization opportunities and recommend AI solutions that improve customer outcomes and operational efficiency.
- 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 French.
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 their families.
- Interview process generally includes no more than five interviews, with Zoom interviews and meetings with the hiring manager and interview team.
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.