[Hiring] Director, Forward Deployed Engineering @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. 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, and build stronger customer relationships.

Help build, support, and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Genesys is building a new Forward Deployed Engineering (FDE) team to take the most valuable AI use cases from customer idea to production. We are seeking a hands-on, commercially minded leader to build, coach, and scale this team of approximately five Forward Deployed Engineers, with plans to grow as demand increases.

FDEs embed with customer business and technical leaders, build working agentic AI on customer systems, data, and APIs, and carry it through production and optimization. As the FDE Leader, you are a player coach, accountable for the team's customer outcomes, delivery quality, hiring bar, and the reusable assets that let every engagement make the next one faster.

This is not a traditional people-management role. We want a technical builder and executive-credible leader who can still review configuration, integrations, code, debug a production agent, and whiteboard an architecture, while also shaping engagement strategy, staffing, and the feedback loop to Product and Engineering.

Qualifications

• 5+ years leading customer-facing technical teams such as forward deployed engineering, solutions architecture, pre-sales engineering, technical consulting, or professional services; experience standing up a new team or service line is strongly preferred.
• Proven ability to attract, develop, and retain senior technical talent, with a track record of building a high hiring bar and a strong team culture.
• Experience operating in highly matrixed, customer-facing enterprise organizations and aligning Sales, Product, Engineering, and Services around common goals.
• Demonstrated innovation leadership and the ability to create repeatable processes without adding bureaucracy.

Requirements

• Strong hands-on background in software engineering, with working proficiency in Python, TypeScript/JavaScript, Java or equivalent, plus REST APIs, Git, and modern cloud architectures (such as AWS).
• Practical depth in LLMs and agentic AI: prompting, tool calling, orchestration, retrieval-augmented generation, grounding, evaluation, guardrails, and observability.
• Experience taking AI or software solutions from prototype to production, including integration with enterprise systems, data, and APIs (for example Salesforce, ServiceNow or similar platforms).
• Familiarity with AI-native development environments and coding agents, with a willingness to use AI aggressively to accelerate delivery.
• Genesys, CX, contact center, or conversational/voice AI expertise is valuable but not required.

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work from home opportunities.
• Development and career growth opportunities.
• Open Time Off in addition to 10 paid holidays.
• 401(k) matching program.
• Adoption Assistance.
• Fertility treatments.

Company Description

Genesys empowers organizations to create exceptional customer and employee experiences through AI-powered experience orchestration. Joining Genesys means helping shape how enterprises adopt agentic AI at global scale and building a team that turns that promise into production outcomes.