Forward Deployed Engineer

As an AI Forward Deployed Engineer (FDE) 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, we're 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 You'll 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 We're Looking For

• 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.

• 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.