AI Forward Deployed Engineer EMEA

• 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)
• 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 that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versions — treating evals as a continuous improvement mechanism, not a one-time QA gate
• Apply knowledge engineering methods to assess and optimise knowledge bases for AI consumption: groundedness checks, semantic coverage analysis, retrieval relevance scoring, and LLM-based preprocessing to transform raw content into formats that perform in production
• Architect agentic systems with precision, nstrument deployments using AI observability tooling, Measure success through production adoption and demonstrable outcome improvement
• Bachelor's degree (Master's preferred) in Computer Science, Information Technology, Data Science, or a related discipline
• 8–12 years of combined experience across AI implementation, CX/CCaa

S platform consulting, or technical solution architecture — demonstrated through overlap and measurable customer impact, not additive year counts across separate tracks* At least five years of experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, Service

Now, or similar)

• Hands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production contexts
• Demonstrated 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 approaches others can build on
• CX orchestration and workflow design across multiple platforms
• Conversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels
• AI evaluation frameworks: design and execution of groundedness, relevance, goal completion, and policy adherence evals.
• Knowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption
• Agentic system design: tool schema authoring, multi-agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise-safe agent behaviour
• Applied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying and pattern identification — AI-assisted development tooling is expected and encouraged
• Data and integration expertise: 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
• Strong analytical and critical thinking skills, able to bridge technical and business domains
• Excellent communication and stakeholder engagement skills, able to influence executive audiences and drive alignment on AI strategy
• Ability to translate technical findings into precise business impact language — specific metrics, causal relationships, and timelines — not vague reassurances
• Proven leadership in cross-functional environments and complex enterprise contexts
• Product instinct: able to define success metrics, surface well-formed requirements, and articulate the business case for technical decisions
• Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Multilingual communication ability is an advantage across the EMEA region### Join our Talent Community.

Genesys(R) empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud(TM) 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 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.

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