Artificial Intelligence

• 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.
• 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).
• 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.
• 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.
• 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.

Cloud AI Engineer, Forward Deployed

AI Deployment Strategist

Senior Consultant – AI, Real Estate