Forward-Deployed AI CX Engineer — Latin America

3M HEALTHCARE; Colombia; Presencial; COP 401.082.924 - 601.624.386; Jornada completa

Descripción de la vacante

Genesys seeks a Forward Deployed Engineer to bridge customer ambition and AI transformation across Latin America. You will design, prototype, and operationalize AI solutions that improve customer experience and business performance, partnering with strategic customers to move from AI exploration to scalable transformation.

You will define architectures, lead workshops, and ensure security and regulatory compliance while delivering rapid PoCs using Genesys Cloud AI Studio and related tools.

Formación

• Bachelor’s degree in CS/IT/Data Science or related field.
• 5+ years of experience implementing or supporting CX, CRM, or AI platforms such as Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar.
• 3+ years of experience in solution architecture, systems integration, or AI-driven solution design.
• Experience with APIs, data pipelines, and modern cloud environments such as AWS, Azure, GCP, or Genesys.
• Strong ability to collaborate across technical and business stakeholders.

Responsabilidades

• Partner with CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases.
• Assess value, effort, and feasibility to support prioritization of initiatives.
• Translate KPIs like AHT, CSAT, and containment into actionable AI opportunities.
• Define reference architectures, integration patterns, and data flows for AI-powered orchestration.
• Lead process redesign workshops to enable omnichannel customer experiences.
• Deliver rapid proofs of concepts and MVPs using Genesys Cloud AI Studio and related tools.
• Integrate Genesys AI solutions with CRM, ERP, and third-party platforms.
• Establish KPIs and analytics frameworks to measure performance.
• Collaborate with Customer Success and Professional Services to transition deployments.

Conocimientos

Stakeholder collaboration

Cross-functional teamwork

Problem solving

Strategic thinking

Educación

Bachelor's degree in CS/IT/Data Science or related field

Herramientas

Genesys Cloud

Google CCAI

Salesforce

Microsoft

NICE CXone

AWS Connect

ServiceNow

Descripción del empleo

Genesys seeks a Forward Deployed Engineer to bridge customer ambition and AI transformation across Latin America. You will design, prototype, and operationalize AI solutions that improve customer experience and business performance, partnering with strategic customers to move from AI exploration to scalable transformation.

You will define architectures, lead workshops, and ensure security and regulatory compliance while delivering rapid PoCs using Genesys Cloud AI Studio and related tools.