Teams at Genesys

Leads global Product Support for a SaaS customer experience platform, overseeing strategy, budgets, KPIs, process improvement, AI-enabled support, customer escalations, and organizational change. Builds and develops high-performing teams, partners with Product, Engineering, and Customer Success, supports executive customers and pre-sales activities, and drives reliable, outcome-focused support operations across global teams.

Build and optimize conversational AI and agentic virtual agents on Genesys Cloud. Responsibilities include prompt engineering, NLU model development, intent and entity design, production conversation analysis, evaluation framework creation, performance optimization, scripting, and customer collaboration. The role focuses on improving reliability, task completion, edge-case handling, and user experience across LLM and NLU systems.

Designs and deploys production-ready AI solutions for strategic enterprise customers using Genesys Cloud, agentic AI, conversational AI, automation, data, and integrations. Leads discovery, architecture, prototyping, deployment, optimization, governance, and value realization. Advises executive stakeholders, connects technical decisions to business KPIs, develops reference architectures, guides responsible AI practices, and builds customer capability across complex enterprise environments.