Genesys Cloud AI Engineer / AI Architect

Job Summary

We are seeking an experienced Genesys Cloud Engineer / Architect specializing in Artificial Intelligence (AI) integrations. In this role, you will design, deploy, and optimize customer experience (CX) solutions using the Genesys Cloud CX platform, with a heavy focus on embedding Genesys Cloud AI capabilities, such as Genesys Cloud AI, Agent Assist, Predictive Routing, and Virtual Assistants, to drive automation and improve contact center efficiency.

Core Responsibilities

• Platform Architecture: Design and implement scalable Genesys Cloud telephony, routing, and omnichannel architectures.
• AI Integration: Deploy and configure Genesys Cloud AI solutions including Genesys Bot Flow, Intent Miner, and Agent Assist.
• NLU/NLP Development: Build and manage conversational bots by integrating Genesys with third-party engines like Google Dialogflow CX, Amazon Lex, or Microsoft Azure.
• Workflow Automation: Author complex interaction flows using Genesys Cloud Architect, integrating data actions and secure call flows.
• API & Custom Integration: Develop custom integrations using Genesys Cloud REST APIs, Webhooks, and AWS Lambda functions.
• Data & Analytics: Configure Predictive Routing, real-time dashboard reporting, and sentiment analysis tools to optimize workforce performance.

Required Technical Skills

• Genesys Cloud CX: Deep hands-on experience with Architect, Queue Management, WEM (Workforce Engagement Management), and Analytics.
• AI & Conversational UX: Proven track record building voicebots and chatbots using Natural Language Understanding (NLU).
• Developer Tools: Experience with JavaScript/Python, JSON, Genesys Cloud SDKs, and RESTful API integrations.
• Cloud Infrastructure: Familiarity with AWS services, including Lambda, DynamoDB, and S3, commonly paired with Genesys Cloud integrations.

Preferred Certifications

• Genesys Cloud Certified Professional (GCP)
• Genesys Cloud Certified Associate (GCA)

Work Arrangement

This is a hybrid position from Warsaw location.

Benefits

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses