Senior Principal Agentic AI Orchestrator

Overview

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.
Agentic AI Orchestrator – Professional Services | AI & Digital Solutions | EMEA
As an Agentic AI Orchestrator at Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation. You will partner directly with strategic customers across the EMEA region — leading with a consultative approach, moving with the agility that enterprise AI demands, and measuring success against customer business outcomes. At Genesys, we’re transforming how organisations connect with their customers through empathy, collaboration, and innovation. This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation — and to shape how that transformation capability is built and scaled within the organisation.
What You’ll Do

Advise, Influence & Drive Adoption — Lead discovery and strategy alignment with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases, assess feasibility and value, and translate business KPIs into actionable technical priorities.
Surface the real problem beneath the presenting symptom — use data, evaluation outputs, and systematic analysis to form precise hypotheses and direct where intervention has the most leverage.
Influence adoption through credibility — when customers are blocked, uncertain, or sceptical, resolve it through evidence and clearly articulated reasoning.
Translate data-driven findings into executive-ready narratives — present complex AI performance insights, business impact, and recommendations with the clarity and confidence that influences C-level decisions.
Design and Architecture — Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration, adapting the approach iteratively as customer context and data reveals new priorities.
Lead process-redesign workshops to create seamless, channel-agnostic CX — facilitated with a consultative approach that builds customer ownership of the solution.
Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
Prototype and Implementation — Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related product suites — moving from hypothesis to working prototype at pace, and adjusting direction when the evidence requires it. Integrate Genesys AI components with customer CRM, ERP, and third-party systems.
Establish implementation KPIs and analytics to measure model and journey performance from day one.
AI Engineering & Outcome-Oriented Delivery — Design and implement evaluation frameworks to measure AI solution quality in production, build automated eval pipelines, and architect agentic systems with precision.
Measure success through production adoption and demonstrable outcome improvement — use outcome data as the primary signal for where to focus next.
Optimisation and Continuous Improvement — Define baseline metrics at engagement start, 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.
Codify field learnings into reusable frameworks, evaluation standards, and accelerators that scale capability beyond individual engagements.
Governance, Ethics, and Enablement

Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.
Adhere to Genesys ethical standards and compliance frameworks.
Mentor customers, partners, and internal teams to build long-term AI maturity and self-sufficiency — transferring expertise, not just delivering outcomes.
Provide well-formed, evidence-backed field signals to product and solution teams to influence roadmap priorities directly.
What We’re Looking For

Experience — Bachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or related field; 8–12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture, demonstrated through measurable customer impact.
Extensive on-field experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar).
Hands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production contexts.
Demonstrated experience with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP).
Track record of mentoring or developing technical peers and codifying expertise into reusable approaches.
Consultative & Customer-Facing Skills — Proven autonomy inside complex enterprise accounts, ability to shape scope, manage stakeholder expectations, and build trust without hand-holding.
Translates data-driven findings into executive-ready narratives with quantified outcomes and clear next steps.
Proven leadership in cross-functional environments and complex enterprise contexts; product instinct to define success metrics and business cases for technical decisions.
Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector.
German and English fluency; other languages are advantageous in EMEA.
Technical Skills — CX orchestration and workflow design across platforms; conversational AI and agentic Virtual Agent implementation; knowledge engineering for retrieval systems and guardrail implementation; agentic system design; applied data analysis with Python and SQL; deep knowledge of one or more enterprise CCaaS/Agentic AI platforms (Genesys Cloud preferred) and data integration (REST APIs, JSON); cloud infrastructure familiarity; data governance and responsible AI design principles.
Working at Genesys

AI at enterprise scale — Build, support and operate AI-powered technology used by 8,000+ organizations; 150+ new AI features released last fiscal year.
Flexible-first culture — Global team of nearly 7,000 with flexible working.
Growth in the AI era — Mentorship, learning programs, leadership development, education support.
Wellbeing and family-friendly benefits — Volunteer time, wellbeing resources, regionally tailored programs.
Recognition — Great Place to Work certification; high employee pride.
EEO & Accommodations

Genesys is an equal opportunity employer committed to fairness in the workplace. Reasonable accommodations are available for applicants who require them during the application process. If you require assistance, contact reasonable.accommodations@genesys.com.

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