Senior Forward Deployed Engineer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Senior Forward Deployed Engineer (FDE) - Australia or New Zealand

This role opens up opportunities for candidates based in Australia or New Zealand.

As a 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 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; 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.

Please note: Genesys will not accept resumes from agencies for this role.

To be eligible to apply for this role you must have work rights in Australia or New Zealand.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 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 www.genesys.com.

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 reasonable.accommodations@genesys.com.

You can expect a response within 24–48 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.

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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.

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