Genesys
Senior Principle Agentic AI Orchestrator
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Senior Principle Agentic AI Orchestrator
Agentic AI Orchestrator
About the Role
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
- Build stronger customer relationships
This role is at the intersection of AI & Digital Solutions in the EMEA region. As an Agentic AI Orchestrator, you’ll collaborate directly with customers to architect, transform, and develop AI experiences that deliver measurable business impact.
Help 8,000+ organizations across over 100 countries implement AI solutions that transition from experimentation to sustained production. This role offers the opportunity to:
- Transform how organizations leverage AI at scale
- Shape the future of growth and innovation within AI capabilities
- Collaborate in an agile, consultative environment built on empathy, partnership, and cutting-edge technology
Your Impact: Key Responsibilities
Advise, Influence & Drive Adoption
- Partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases
- Translate business KPIs into actionable technical priorities
- Diagnose underlying issues through quantitative analysis and hypothesis development
- Present executive-ready insights with clarity and confidence
- Overcome adoption barriers by building credibility and addressing skepticism
Design & Architecture
- Define adaptive reference architectures and data flows for AI-powered experiences
- Lead channel-agnostic CX process redesign workshops to maximize autonomy and ownership
- Ensure compliance with security (GDPR, PDPA, PCI, HIPAA) and regulatory frameworks
Prototype & Implementation
- Develop rapid POCs and MVPs using Genesys Cloud AI Studio, Copilot, Agentic Virtual Agents
- Integrate Genesys AI solutions with CRM, ERP, and third-party systems
- Create execution-oriented KPIs to measure performance from day one
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AI Engineering & Outcome-Oriented Delivery
- Design frameworks to measure production AI quality (intent accuracy, retrieval groundedness, relevance, policy adherence)
- Build automated evaluation pipelines for agent testing and iteration
- Architect complex agentic systems with precise topologies and guardrails
Optimization & Continuous Improvement
- Define baseline metrics at the start of engagements
- Iterate relentlessly based on data-driven performance improvements
- Hand over production-ready assets to Customer Success teams
- Codify learnings into reusable frameworks, standards, and accelerators
Governance, Ethics & Enablement
- Champion responsible AI principles
- Ensure adherence to Genesys ethical standards and compliance frameworks
- Mentor customers, partners, and internal teams to build AI self-sufficiency
- Provide field signals to influence product roadmaps
What We’re Looking For: Everyday Excellence
Education & Experience
Required:
- Bachelor’s degree in Computer Science, Information Technology, Data Science or related discipline (Master’s preferred)
Industry Experience:
| 3.5M | Interaction Count |
|---|---|
| 50M+ | Messages Analyzed |
| 80% | Deployment Success Rate |
8–12 years of combined expertise in:
- AI implementation and transformation (proven impact > year-count complexity)
- CX/CCaaS platform consulting (Genesys Cloud, Google CCAI, Salesforce, NICE CXone, AWS Connect)
- Strategic architecture and solution design for enterprise-scale AI
- Hands-on experience with agentic AI systems (e.g., LLMs, Retrieval-Augmented Knowledge, agentic topologies)
Must Have:
- Deep experience working with Genesys Virtual Agents, Cloud AI Suite, Copilot
- Strong API integration, data pipeline, and ETL background
- High-level expertise in tech stack: Python, SQL, cloud infrastructure (AWS preferred), REST, event-driven architecture
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Consultative & Customer-Facing Skills
- Demonstrated ability to lead discovery and conceptual alignment in complex enterprise environments
- Autonomous adapters of strategy under ambiguity and change
- Skilled in translating data narratives into executable business transformation
- Experience across Financial Services, Healthcare, Insurance, Retail, or Public Sector (vertical specialization an advantage)
- Proficient in metalinguistic communication (advantage in multilingual environments)
Professional Landscape & Framework Design
- Tool Schema authoring (ability to define agentic workflows for measurable outcomes)
- Prompt engineering as a systematic discipline with guardrails for security compliance
- Performance-optimized evaluation pipelines with focus on precision
- Replicable frameworks to build capability beyond individual engagements
Working at Genesys
Empowering AI at Enterprise Scale
- Build, optimise, and scale AI experiences across 8,000+ global organisations
- Teams supporting AI innovation with 150+ features rolled out annually
Flexibility & Innovation
- AI-Ready Culture: Cultivate and scale future work with flexible first principles
- Learning Support: Continuous mentorship, certifications, and leadership development
Benefits
- Paid Volunteer Time
- Well-being initiatives
- Global technologies and locally tailored social programs
- Great Place to Work® Certified in 17 countries
Stay Connected, Stay Relevant
- Explore innovative solutions via our Sustainability and Careers portals
- Apply today and gain access to cutting-edge AI consultations
"Be the one building what's next – where AI, experience, and impact come together."
Genesys is an EOE (Legal description provided which refers to non-discrimination policy omitted for formatting simplicity.)
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