Senior PS Forward Deployed Engineer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Genesys Cloud AI Forward Deployed Engineer

Latin America

Role Overview:

As a Forward Deployed Engineer at Genesys, you will act as the bridge between customer ambition and successful AI transformation. You will partner directly with strategic customers across Latin America to design, prototype, and operationalize Genesys AI solutions that improve customer experience and business performance. At Genesys, we are transforming how organizations connect with their customers through empathy, collaboration, and innovation. This role offers the opportunity to create meaningful impact by helping enterprises move from AI exploration to continuous, scalable transformation.

Key Responsibilities:

• Partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases aligned with strategic objectives.

• Assess value, effort, and feasibility to support prioritization of initiatives.

• Translate customer KPIs such as AHT, CSAT, and containment into actionable AI opportunities.

• Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration.

• Lead process redesign workshops to enable seamless, omnichannel customer experiences.

• Ensure solutions meet Genesys and customer security, privacy, and regulatory requirements, including GDPR, PDPA, PCI, and HIPAA where applicable.

• Deliver rapid proof of concepts and MVPs using Genesys Cloud AI Studio, Copilot, and related tools.

• Integrate Genesys AI solutions with CRM, ERP, and third-party platforms.

• Establish KPIs and analytics frameworks to measure solution performance.

• Evaluate outcomes and refine solutions based on performance data and insights.

• Collaborate with Customer Success and Professional Services teams to transition solutions into production.

• Document best practices and reusable assets to support future deployments.

• Promote responsible AI practices, including governance and bias mitigation.

• Mentor customer and partner teams to build long-term AI capabilities.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Data Science, Business, or a related field, or equivalent practical experience.

• At least 5 years of experience implementing or supporting CX, CRM, or AI platforms such as Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar.

• 3 or more years of experience in solution architecture, systems integration, or AI-driven solution design.

• Experience working with APIs, data pipelines, and modern cloud environments such as AWS, Azure, GCP, or Genesys.

• Strong ability to collaborate across technical and business stakeholders.

Preferred Qualifications:

• Experience with conversational AI or agent assist solutions across voice, chat, and messaging channels.

• Knowledge of integration patterns including REST APIs, event-driven architectures, and JSON.

• Experience with analytics and reporting tools such as SQL, Tableau, or Power BI.

• Familiarity with data governance, privacy, and security practices.

• Understanding of customer journey mapping and omnichannel CX processes.

• Experience in industries such as insurance, healthcare, banking, retail, or public sector.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.