Senior PS Forward Deployed Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Serve as the liaison between customer aspirations and successful AI transformation.

• Collaborate directly with strategic clients across Latin America to design, prototype, and implement Genesys AI solutions that enhance customer experience and business outcomes.

• Evaluate value, effort, and feasibility to aid in the prioritization of initiatives.

• Convert customer KPIs such as AHT, CSAT, and containment into actionable AI opportunities.

• Define reference architectures, integration patterns, and data flows for AI-enhanced experience orchestration.

• Facilitate process redesign workshops to create seamless, omnichannel customer experiences.

• Ensure that solutions comply with Genesys and customer security, privacy, and regulatory requirements, including GDPR, PDPA, PCI, and HIPAA where applicable.

• Deliver rapid proofs of concept and MVPs utilizing 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 assess solution performance.

• Analyze outcomes and refine solutions based on performance data and insights.

• Work alongside Customer Success and Professional Services teams to transition solutions into production.

• Document best practices and reusable assets to facilitate future deployments.

• Advocate for responsible AI practices, including governance and bias mitigation.

• Mentor customer and partner teams to foster long-term AI capabilities.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Data Science, Business, or a related field, or equivalent practical experience.

• A minimum of 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.

• At least 3 years of experience in solution architecture, systems integration, or AI-driven solution design.

• Proficiency in working with APIs, data pipelines, and modern cloud environments such as AWS, Azure, GCP, or Genesys.

• Strong ability to collaborate with both technical and business stakeholders.

• Preferred Qualifications: Experience with conversational AI or agent assist solutions across voice, chat, and messaging channels.

• Familiarity with integration patterns including REST APIs, event-driven architectures, and JSON.

• Experience with analytics and reporting tools such as SQL, Tableau, or Power BI.

• Knowledge of 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 the public sector.

🏝️ Benefits

• Excellent benefits and perks similar to larger tech companies.

• The autonomy to create a significant impact on the company while taking ownership of your work.