Senior PS Forward Deployed Engineer

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

Role Overview

As a Forward Deployed Engineer at Genesys, you will act as the bridge between customer ambition and successful AI transformation. You will partner directly with strategic customers across Latin America to design, prototype, and operationalize Genesys AI solutions that improve customer experience and business performance. At Genesys, we are transforming how organizations connect with their customers through empathy, collaboration, and innovation. This role offers the opportunity to create meaningful impact by helping enterprises move from AI exploration to continuous, scalable transformation.

Key Responsibilities

• 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 support prioritization of initiatives.
• Translate customer KPIs such as AHT, CSAT, and containment into actionable AI opportunities.
• Define reference architectures, integration patterns, and data flows for AI‑powered experience orchestration.
• Lead process redesign workshops to enable seamless, omnichannel customer experiences.
• Ensure solutions meet Genesys and customer security, privacy, and regulatory requirements, including GDPR, PDPA, PCI, and HIPAA where applicable.
• Deliver rapid proof of concepts and MVPs using Genesys Cloud AI Studio, Copilot, and related tools.
• Integrate Genesys AI solutions with CRM, ERP, and third‑party platforms.
• Establish KPIs and analytics frameworks to measure solution performance.
• Evaluate outcomes and refine solutions based on performance data and insights.
• Collaborate with Customer Success and Professional Services teams to transition solutions into production.
• Document best practices and reusable assets to support future deployments.
• Promote responsible AI practices, including governance and bias mitigation.
• Mentor customer and partner teams to build long‑term AI capabilities.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Data Science, Business, or a related field, or equivalent practical experience.
• At least 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 or more years of experience in solution architecture, systems integration, or AI‑driven solution design.
• Experience working with APIs, data pipelines, and modern cloud environments such as AWS, Azure, GCP, or Genesys.
• Strong ability to collaborate across technical and business stakeholders.

Preferred Qualifications

• Experience with conversational AI or agent assist solutions across voice, chat, and messaging channels.
• Knowledge of integration patterns including REST APIs, event‑driven architectures, and JSON.
• Experience with analytics and reporting tools such as SQL, Tableau, or Power BI.
• Familiarity with data governance, privacy, and security practices.
• Understanding of customer journey mapping and omnichannel CX processes.
• Experience in industries such as insurance, healthcare, banking, retail, or public sector.

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 [e-mail]. You can expect a response within 24–48 hours. Please include the requested information in your email.

Equal Employment Opportunity Statement

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 and veteran status, and other protected characteristics.

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