Senior Principal Forward Deployed Engineer
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations 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.
Role overview
As a Senior Principal Forward Deployed Engineer at Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation.
You will partner directly with strategic customers across the Asia-Pacific region to design, prototype, and operationalize Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys, we’re transforming how organizations connect with their customers through empathy, collaboration, and innovation.
This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation.
Key responsibilities include (but not limited to):
Discovery and Strategy Alignment
Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact.
Partner with Genesys CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps, not just individual use cases.
Lead value discovery by mapping business KPIs (AHT, CSAT, containment, revenue uplift) to portfolio-level AI initiatives.
Assess value, effort, feasibility, and risk across multiple initiatives to prioritize programs of strategic importance.
Design and Architecture
Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
Lead complex CX and AI process-redesign workshops spanning multiple channels, business units, and systems.
Ensure solutions comply with enterprise-grade security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
Provide thought leadership internally and externally on AI orchestration, agent augmentation, and responsible AI practices.
Prototype and Implementation
Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, 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.
Optimization 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.
Leadership and influence:
Recognized internally as a subject matter expert in AI-driven CX.
Creates formal networks across senior leaders, individual contributors, partners, and customers.
Frequently provides guidance, coaching, and training across the organization.
Mentors peers and contributes to capability development across teams and partners.
Strong leadership in cross-functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.
Minimum Experience:
Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery.
12+ years of relevant experience (or equivalent), including:
5+ years implementing CX, CRM or AI orchestration platforms
3+ years in solution architecture, systems integration or AI enabled process design
Demonstrated experience working with APIs, data pipelines, and modern cloud environments (Genesys, AWS, Azure, GCP).
Technical Skills
CX orchestration and workflow design across multiple platforms.
Conversational AI or Agent Assist implementation (voice, chat, messaging).
Data and integration expertise (REST APIs, event-driven architecture, JSON).
Understanding of cloud infrastructure and microservices.
Experience with reporting and analytics tools (SQL, Tableau, Power BI, or similar).
Familiarity with data governance and security compliance.
Knowledge of customer journey mapping and omnichannel CX processes.
Business and Soft Skills
Strong analytical and critical thinking; able to bridge technical and business domains.
Excellent communication and stakeholder engagement; able to build strong partnerships & confidence across business and technical teams to articulate and align solutions with strategic objectives.
Strong leadership in cross-functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.
Familiarity with industry verticals such as Insurance, Healthcare, Banking, Retail, or Public Sector.
Mentors peers and contributes to capability development across teams and partners.
Working at Genesys
AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+new AI features were released in the last fiscal year.
A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally - Genesys is
Great Place to Work®
certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our
Careers site
and
Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities
.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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:
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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 andveteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.