Job Description
Key Responsibilities
- Design end-to-end AI systems for customer experience use cases.
- Architect reliable, production-ready AI solutions that combine large language models, deterministic workflows, tools, and orchestration layers.
- Define how AI interacts across the full customer journey (self-service, agent copilot, journey management, back‑office automation), including fallback strategies, human handoff, and failure handling.
- Optimize retrieval‑augmented generation (RAG) and knowledge architectures to extend Genesys solutions where required.
- Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data.
- Develop approaches for content structuring, chunking, embedding, and ranking to ensure accuracy, relevance, and freshness.
- Partner with customers to align AI outputs with trusted knowledge sources while balancing performance, latency, and governance requirements.
- Establish AI ev...