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.