Senior Principal Forward Deployed Engineer

Overview

Be the one building AI‑powered experiences where they matter most. Genesys helps organizations create better customer experiences through AI‑powered experience orchestration. Our platform connects people, systems, data and AI to deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real‑world enterprise environments every day.

Responsibilities

• Discovery and Strategy Alignment – Implement AI and CX strategic goals, partner with CX advisors and senior stakeholders, set roadmaps and assess KPIs such as AHT, CSAT and revenue uplift.
• Design and Architecture – Define reference architectures, integration standards and AI design patterns across Genesys Cloud and customer ecosystems; lead process‑redesign workshops and ensure...