Agentic AI Consultant

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

As a Forward Deployed Engineer, you will bridge customers’ ambition with successful AI transformation, partnering directly with strategic customers across the EMEA region to design, prototype and operationalise AI solutions that drive measurable improvement in customer experience and business performance. This role offers the opportunity to influence how AI transformation capability is built and scaled within the organization.

What You'll Do

• Discovery and Strategy Alignment
  • 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 prioritise initiatives effectively.
  • Translate customer KPIs (e.g., AHT, CSAT, containment rates) into actionable AI solution opportunities.
• Design and Architecture
  • Define reference architectures, integration patterns and data flows for AI‑powered experience orchestration.
  • Lead process‑redesign workshops to create seamless, channel‑agnostic CX.
  • Ensure all designs comply with Genesys and customer security, privacy and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
• Prototype and Implementation
  • Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent and related product suites.
  • Integrate Genesys AI components with customer CRM, ERP and third‑party systems.
  • Establish implementation KPIs and analytics to measure model and journey performance.
• AI Engineering & Outcome‑Oriented Delivery
  • Design and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion and policy adherence.
  • Build automated eval pipelines enabling rapid, systematic iteration across prompt variants, guardrail configurations and model versions.
  • Apply knowledge engineering methods to optimise knowledge bases for AI consumption (groundedness checks, semantic coverage analysis, retrieval relevance scoring, LLM‑based preprocessing).
  • Architect agentic systems with precision, instrument deployments using AI observability tooling and measure success through production adoption and demonstrable outcome improvement.
• Optimisation and Continuous Improvement
  • Evaluate solution performance against KPIs and refine designs based on data‑driven insights.
  • Collaborate with Customer Success and Professional Services teams to hand over production‑ready assets and roadmaps.
  • Document best practices and reusable accelerators to strengthen future deployments.
• Governance, Ethics, and Enablement
  • Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.
  • Adhere to Genesys ethical standards and compliance frameworks.
  • Mentor customer and partner teams to build long‑term AI maturity and self‑sufficiency.

What We're Looking For

• Experience
  • Fluency in French and English.
  • Bachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science or related discipline.
  • 8–12 years of combined experience in AI implementation, CX/CCaaS platform consulting or technical solution architecture.
  • At least five years of experience with CX, CRM or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow).
  • Hands‑on experience with agentic AI systems: building, evaluating or operating LLM‑powered agents in production.
  • Experience working with APIs, data pipelines and modern cloud environments (AWS, Azure, GCP).
  • Track record of mentoring or developing technical peers and codifying expertise into scalable approaches.
• Technical Skills
  • CX orchestration and workflow design across multiple platforms.
  • Conversational AI and Agentic Virtual Agent implementation across voice, chat and messaging channels.
  • Design and execution of groundedness, relevance, goal‑completion and policy‑adherence evaluation frameworks.
  • Knowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, knowledge optimisation.
  • Agentic system design: tool schema authoring, multi‑agent topology, prompt engineering and guardrail implementation.
  • Python for evaluation scripting, log analysis and integration development; SQL for operational data querying.
  • REST APIs, event‑driven architecture, JSON.
  • Cloud infrastructure familiarity: provisioning, access control and cost management (AWS preferred).
  • Data governance, security compliance and responsible AI design principles.

Equity, Diversity, and Accessibility

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, or other protected characteristics. Recruiters will never ask for sensitive personal or financial information during the application phase.

Reasonable accommodations are available. If you require any accommodation to complete any part of the application process, please contact