Genesys Cloud AI 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 6000 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 (Singapore or Malaysia)

This role opens opportunities for candidates based in Singapore or Malaysia.

As a 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 operationalise Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys were transforming how organisations 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.

What Youll 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 prioritize initiatives effectively.

• Translate customer KPIs (AHT CSAT containment rates etc.) 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 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.

What Were Looking For

• Bachelors degree in Computer Science Information Technology Business Data Science or a related discipline or equivalent hands-on experience in CX or AI solution delivery.

• 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 ServiceNow or similar).

• Three or more years of experience in solution architecture systems integration or AI/ML-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 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.

• Proven leadership in cross-functional environments and complex enterprise contexts.

• Experience with industry verticals such as Financial Services Healthcare Insurance Retail or Public Sector.

• Multilingual communication ability is an advantage in the Singapore and Asia-Pacific region.

Please note: Genesys will not accept resumes from agencies for this role.

To be eligible to apply for this role you must have work rights for either countries identified.

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

About Genesys:

Genesys empowers more than 8000 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.

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 .

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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