20 hours ago
Manila, PhilippinesStaff+
Responsibilities
- Translate AI and customer-experience strategy into operational plans and regional or functional initiatives.
- Partner with executive sponsors, CX Advisors, and senior customer stakeholders to develop AI transformation roadmaps and prioritize strategic programs.
- Define reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
- Lead complex CX and AI process-redesign workshops spanning channels, business units, and systems.
- Deliver rapid proof-of-concept and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites.
- Integrate Genesys AI components with customer CRM, ERP, and third-party systems.
- Establish KPIs and analytics for model, journey, and solution performance, then refine designs using data-driven insights.
- Ensure solutions meet enterprise security, privacy, regulatory, ethical AI, and responsible AI requirements.
- Hand over production-ready assets and roadmaps to Customer Success and Professional Services teams.
- Mentor customer, partner, and internal teams while providing thought leadership, coaching, and training on AI-driven customer experience.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery.
- 12+ years of relevant experience, including 5+ years implementing CX, CRM, or AI orchestration platforms and 3+ years in solution architecture, systems integration, or AI-enabled process design.
- Experience with APIs, data pipelines, modern cloud environments, CX orchestration, workflow design, conversational AI or Agent Assist, and omnichannel customer-experience processes.
- Knowledge of REST APIs, event-driven architecture, JSON, cloud infrastructure, microservices, data governance, and security compliance.
- Experience with reporting and analytics tools such as SQL, Tableau, Power BI, or similar.
- Strong analytical, communication, stakeholder-engagement, leadership, mentoring, and executive-influence skills.
- Familiarity with Insurance, Healthcare, Banking, Retail, or Public Sector industry environments.
Benefits
- Flexible-first ways of working; the posting is marked hybrid.
- 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.
- Potential international travel is part of the work context.
- The role supports a global workforce and collaboration across customers, partners, and internal teams.
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.