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 8000 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 were 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:

• 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.

• 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.

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Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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 were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

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 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 .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

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.