Senior Principal Forward Deployed Engineer
3 days ago
, Malaysia
Genesys Cloud Services, Inc.
Full-time
MYR 483,000 - MYR 725,000 Contract
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## Senior Principal Forward Deployed EngineerApplylocations: Virtual Office (Malaysia)time type: Full timeposted on: Posted 13 Days Agojob requisition id: JR111757Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Role overviewAs a Senior Principal 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 operationalize Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys, we’re transforming how organizations 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.
Key responsibilities
include (but not limited to):Discovery and Strategy Alignment* Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact.
* Partner with Genesys CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps, not just individual use cases.
* Lead value discovery by mapping business KPIs (AHT, CSAT, containment, revenue uplift) to portfolio-level AI initiatives.
* Assess value, effort, feasibility, and risk across multiple initiatives to prioritize programs of strategic importance.Design and Architecture* Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
* Lead complex CX and AI process-redesign workshops spanning multiple channels, business units, and systems.
* Ensure solutions comply with enterprise-grade security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
* Provide thought leadership internally and externally on AI orchestration, agent augmentation, and responsible AI practices.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.Leadership and influence:* Recognized internally as a subject matter expert in AI-driven CX.
* Creates formal networks across senior leaders, individual contributors, partners, and customers.
* Frequently provides guidance, coaching, and training across the organization.
* Mentors peers and contributes to capability development across teams and partners.
* Strong leadership in cross-functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.Minimum
Experience:
* 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.
* 12+ years of relevant experience (or equivalent), including: + 5+ years implementing CX, CRM or AI orchestration platforms + 3+ years in solution architecture, systems integration or AI 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 go
You will partner directly with strategic customers across the Asia-Pacific region to design, prototype, and operationalize Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys, we’re transforming how organizations 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.
Key responsibilities
include (but not limited to):Discovery and Strategy Alignment* Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact.
* Partner with Genesys CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps, not just individual use cases.
* Lead value discovery by mapping business KPIs (AHT, CSAT, containment, revenue uplift) to portfolio-level AI initiatives.
* Assess value, effort, feasibility, and risk across multiple initiatives to prioritize programs of strategic importance.Design and Architecture* Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
* Lead complex CX and AI process-redesign workshops spanning multiple channels, business units, and systems.
* Ensure solutions comply with enterprise-grade security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
* Provide thought leadership internally and externally on AI orchestration, agent augmentation, and responsible AI practices.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.Leadership and influence:* Recognized internally as a subject matter expert in AI-driven CX.
* Creates formal networks across senior leaders, individual contributors, partners, and customers.
* Frequently provides guidance, coaching, and training across the organization.
* Mentors peers and contributes to capability development across teams and partners.
* Strong leadership in cross-functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.Minimum
Experience:
* 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.
* 12+ years of relevant experience (or equivalent), including: + 5+ years implementing CX, CRM or AI orchestration platforms + 3+ years in solution architecture, systems integration or AI 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 go
