Genesys
Senior Principle Agentic AI Orchestrator
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Senior Principle Agentic AI Orchestrator
Agentic AI Orchestrator Professional Services | AI & Digital Solutions | EMEA
Be one of the pioneers shaping AI-powered experiences—where they matter most. At Genesys, we help organizations build customized customer journeys through AI-powered experience orchestration, connecting people, systems, data, and AI to deliver hyper-personalized service, optimize operations, and foster stronger customer relationships.
Help build, deploy, and scale AI-driven technology used by 8,000+ organizations across 100+ countries, transforming AI from theory into proven, enterprise-ready solutions.
About the Role
As an Agentic AI Orchestrator, you’ll bridge the gap between customer ambitions and AI transformation. Working closely with strategic customers, you’ll:
- Guide AI adoption through discovery, strategy, and hands-on implementation.
- Prototype, engineer, and deploy AI-powered solutions that drive measurable business outcomes.
- Advocate for responsible AI practices at scale, driving ethical, compliant, and high-impact solutions.
- Act as a trusted advisor, ensuring customers not just adopt AI but master it independently.
You’ll shape how enterprises evolve from experimental AI pilots to continuous, self-sustaining transformation.
Your Impact & Responsibilities
1. Advise, Influence, & Drive Adoption
- Lead AI use case discovery with customers and internal teams, mapping business KPIs to technical strategies.
- Diagnose root challenges (often masked by "symptoms") using data, testing, and structured analysis to determine high-leverage interventions.
- Build executive confidence by translating AI insights into clear, impactful narratives—proving value at every stage.
- Debunk assumptions, resolve resistance, and accelerate decision-making through evidence-based reasoning.
2. Design & Architecture
- Define reference architectures for AI-powered workflows, integrating Genesys Cloud AI, CoPilot, and agentic systems.
- Optimise data flows and integration patterns to suit regional compliance (GDPR, PDPA, PCI, HIPAA).
- Facilitate process-redesign workshops creating channel-agnostic customer experience (CX) solutions.
- Stay security-first: ensure designs align with Genesys and customer governance frameworks.
3. Prototype & Implementation
- Deliver rapid Proof-of-Concepts (POCs) and Minimum Viable Products (MVPs) using:
- Genesys Cloud AI Studio,
- Agentic Virtual Agent,
- CoPilot,
- Other AI and CX tools.
- Integrate Genesys AI with CRM (Salesforce, NICE CXone), ERP, and third-party systems.
- Establish analytics and KPIs from Day 1—AI success isn’t retrospective; it’s continuous.
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4. AI Engineering & Outcome-Driven Delivery
- Design AI evaluation frameworks measuring intent accuracy, relevance, and policy compliance.
- Build automated evaluation pipelines to test prompts, configurations, and models rapidly.
- Engineer agentic systems:
- Define agent topologies,
- Design tool schemas, and
- Craft orchsestration logic for enterprise-safe (non-toxic, compliant) outcomes.
- Measure success by real business impact, not just technical goals.
5. Optimisation & Continuous Improvement
- Define fit-for-purpose metrics from day one, iterating based on data signals.
- Partner with Customer Success to refine AI systems in production using real-world outcomes.
- Share learnings into reusable frameworks, improving the organization’s AI efficacy globally.
6. Governance, Ethics & Enablement
- Champion fair, bias-free design and enforcing guardrails against unsafe or discriminatory AI behavior.
- Advocate Genesys’ ethical AI principles across all engagements.
- Mentor teams (customers, partners, internal CX and Cloud solutions teams) to transition beyond dependency—equipping them with self-sustaining AI knowledge.
- Feed actionable insights into overall product roadmaps, driving continuous improvement.
What We’re Looking For
Core Experience & Qualifications
- Degree: Bachelor’s in Computer Science, Data Science, Software Engineering, or equivalent. A master’s degree is a plus.
- 8–12 years combined experience in:
- AI implementation (specifically Agentic AI),
- CX/Cloud CX (CCaaS) consulting (e.g., Genesys, Salesforce, Microsoft Dynamics, AWS Connect), or
- Technical solution architecture.
- Hands-on proficiency with Agentic AI systems:
- Developing or deploying LLM-based agents in production,
- Building multi-agent workflows.
- Platform expertise: -深度理解Genesys Cloud、Google CCAI、Salesforce、AWS Connect、NICE CXone等平台的会话或Agentic AI应用和部署。 -特别用后期optimisation：优化漫游性能、质量和在卷上一致。
- Integration & cloud technologies:
- Experience with REST APIs, microservices, Cloud (AWS GCP Azure), SQL, Python (for analytics/pipelines).
- Familiarity with data governance (PCI, GDPR, HIPAA) and responsible AI practices.
Consultative & Customer-Facing Required
- Lead strategic customer engagements, guiding decision-making without excessive hands-on support.
- Comfortably "learn by doing"—work without a single-handed playbook, iteratively adjust to data and evolving priorites.
- Translate complex AI and performance data into executive-actionable insights.
- Mentor tag teams in technical domains (you are the internal expert).
- Strong preference for experience in high-value verticals: Financial Services, Healthcare, Insurance, Public Sector.
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Technical Skills
- AI orchestration for multimodal platforms (voice, chat, email): seamless flow, artificial agent feedbacks.
- Conversational AI and LLM prompt design—understand retrieval augment, semantic layout, and prompt optimization.
- APIs, data pipelines, and cloud security—provisioning, permissions, cost scalability (AWS preferred).
- Knowledge engineering: semantic relevance analysis, evaluating knowledge and retrieving outputs.
- Understanding of large models in production: data drift, and sharpening.
Why Join Genesys?
Build the Future of AI-Driven CX
- Back our over 8,000 global clients across 100+ countries:
- Certification as Great Place to Work® in 17 nations.
- Our teams design and refine new AI experiences every day—150+ AI-powered innovations released in the last fiscal year.
Flexible-Led Growth
- Mission-driven purpose: Ensure people solve the most complex, meaningful parts of customer journeys.
- Onsite office creation: Hybrid flexibility.
- Advancement and learning support: Continually upskilling in AI advancements/conversational experiences.
Community & Wellbeing
- Paid volunteer time + health coverage.
- Structured wellbeing resources: Life Long Learning, mentors.
- Promote work-life balance; a civic values commitment.
Ready to Rise?
Your Next Step
- Apply online and connect directly with our recruiting teams.
- Expect preliminary screening from Talent Acquisition Partners, followed by an initial 1:1 interview with Hiring Managers.
- An accessible timeline of at most five interviews total.
Locally Tailored Support
Need accommodations for a barrier in your application? Our reasonable accommodations team is ready to help: 📧Email: reasonable.accommodations@genesys.com
We’ll respond within 24–48 hours.
Summary
Help turn AI excitement into reality. Be a change-maker who defines how enterprises do CX better now and forever. By pushing **AI boundaries,come to a company where your skills directly change the way the World works.
Genesys values non-discrimination: eval qual merits and hire fairly, abstaining notably race, gender, age, disability – Woodhouse Fairness policy.
atomic design careers: be the one who keeps pushing the envelope. Apply today.
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