Role Overview
As a Forward Deployed Engineer at Genesys, you will act as the bridge between customer ambition and successful AI transformation. You will partner directly with strategic customers across Latin America to design, prototype, and operationalize Genesys AI solutions that improve customer experience and business performance. At Genesys, we are transforming how organizations connect with their customers through empathy, collaboration, and innovation. This role offers the opportunity to create meaningful impact by helping enterprises move from AI exploration to continuous, scalable transformation.
Key Responsibilities
- 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 support prioritization of initiatives.
- Translate customer KPIs such as AHT, CSAT, and containment into actionable AI opportunities.
- Define reference architectures, integration patterns, and data flows for AI‑powered experience orchestration.




- Lead process redesign workshops to enable seamless, omnichannel customer experiences.
- Ensure solutions meet Genesys and customer security, privacy, and regulatory requirements, including GDPR, PDPA, PCI, and HIPAA where applicable.
- Deliver rapid proof of concepts and MVPs using Genesys Cloud AI Studio, Copilot, and related tools.
- Integrate Genesys AI solutions with CRM, ERP, and third‑party platforms.
- Establish KPIs and analytics frameworks to measure solution performance.
- Evaluate outcomes and refine solutions based on performance data and insights.
- Collaborate with Customer Success and Professional Services teams to transition solutions into production.
- Document best practices and reusable assets to support future deployments.
- Promote responsible AI practices, including governance and bias mitigation.
- Mentor customer and partner teams to build long‑term AI capabilities.

Required Qualifications
- B

📌 Senior PS Forward Deployed Engineer (Colombia)
🏢 3M HEALTHCARE
📍 Colombia