19 hours ago
Remote, BelgiumSenior
Responsibilities
- Drive strategic AI opportunities with customers and sales teams.
- Design reliable, production-ready AI systems for customer experience orchestration and contact center use cases.
- Optimize retrieval-augmented generation, knowledge structures, embeddings, ranking, and retrieval strategies.
- Define AI evaluation frameworks, test sets, quality metrics, feedback loops, and monitoring approaches.
- Design contextual AI experiences using real-time data, conversation state, prompt structure, and orchestration.
- Optimize AI architectures for scalability, latency, reliability, throughput, and cost efficiency.
- Support technical discovery, solution design, product demonstrations, sandbox and trial engagements, integrations, and value assessments.
- Design and deploy AI prototypes in sandbox or customer development environments.
- Build integrations with third-party systems using RESTful APIs, MCP, and A2A patterns.
- Transition successful prototypes into production pilots with account teams and Professional Services.
- Create reusable technical assets and enable Solution Consultants, partners, and account teams through workshops and coaching.
- Provide customer-driven technical feedback to Product Management and Engineering.
- 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-based systems, LLMs, orchestration, 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, success metrics, monitoring, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost-control strategies.
- Strong executive communication, technical storytelling, field enablement, presentation, and workshop skills.
- Practical experience designing prompts, context strategies, and orchestration flows as part of broader system architectures.
- Proven success creating and delivering technical demonstrations and partnering with sales teams on AI-focused 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 is required; Dutch fluency is a plus.
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.
- The role supports 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.