Genesys Agentic AI SME

Role Overview

• Ability to understand the hiring strategies, availability of talent and compensation benchmarking.
• Work as trusted business partners and always strive to deliver the most value and highest return on investment for our clients.
• Collaborate closely with leading staffing trade associations, training, and research organizations to ensure awareness of the latest industry trends and technologies.

Requirements

• Core Platform & Certifications
• Genesys Cloud CX Professional Certification
• Genesys Cloud AI – Digital Bots & Knowledge Certification
• Genesys Cloud Developer or Architect Certification
• Hands-on experience with Genesys Cloud AI Studio (AI Guides, Agentic Virtual Agents, Copilots)
• Digital Bots: Development, deployment, testing & optimization
• Knowledge Workbench, Optimizer, Portal
• Intent Miner / Intent Management
• Architect flow integration with bots & AI
• Genesys Cloud APIs & platform integrations
• Agentic AI & Generative AI Skills
• Agentic AI architectures: Autonomous agents, multi-agent systems, tool-use agents
• Prompt engineering & system prompt tuning
• RAG pipelines & vector databases
• LLM integration: OpenAI GPT, Anthropic Claude, Google Gemini, Hugging Face
• AI orchestration, reasoning, anomaly detection & human-in-the-loop escalation
• Familiarity with MCP framework (Genesys agentic roles)
• Generative AI applications for CX automation
• Programming & Full-Stack Development
• Python (AI/ML scripting & backend)
• JavaScript / TypeScript (front-end & full-stack)
• Go (backend services for Genesys Innovation roles)
• Node.js + React.js
• RESTful API design & microservices architecture
• Cloud, DevOps & Infrastructure
• AWS services: Bedrock, Lambda, ECS, S3, IAM, CloudFormation
• Kubernetes & Docker (containerization & orchestration)
• CI/CD pipelines, automated testing, Terraform
• Cloud-native scalable AI application deployment
• CX / Contact-Center Domain Expertise
• Conversational AI / Natural Language Understanding (NLU)
• Omnichannel customer journey orchestration
• Voice AI & multimodal interfaces
• Bot insights, analytics & performance optimization
• Responsible AI / AI governance & compliance.
• Full-stack AI application development on Genesys Cloud.
• Integration of AI agents with Genesys Copilot & routing.
• Production troubleshooting & optimization of agentic systems.

Tech Stack

• AWS
• Cloud
• Docker
• JavaScript
• Kubernetes
• Microservices
• Node.js
• Python
• React
• Terraform
• TypeScript
• Go

Benefits

• Employees can work remotely