Sr. AI Engineer

Build and maintain Genesys Cloud CX capabilities onsite in Biloxi, MS while collaborating across architecture, integrations, and operational support.

Responsibilities

• Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions.
• Configure and maintain Genesys Cloud features, including IVRs, call flows, queue routing, permissions, and user roles, aligned to jointly defined priorities and initiatives.
• Co-lead implementation of new feature enhancements, integrations, and updates, sharing ownership for planning and execution.
• Help ensure platform compliance with security, regulatory, and enterprise standards by addressing audit requirements, technical controls, and operational practices.
• Work with business units to gather requirements, analyze needs, and recommend platform enhancements aligned with shared goals.
• Troubleshoot and resolve incidents collaboratively, escalating complex issues to technical leadership as needed.
• Participate in business continuity and disaster recovery planning.
• Share responsibility for ongoing platform monitoring, patching, and upgrading using a collaboratively developed maintenance schedule.
• Partner with reporting specialists and data analysts to design dashboards and operational data visualizations supporting strategic and tactical decision-making.
• Participate in user acceptance, release testing, and documentation efforts to maintain platform integrity and support training.
• Coordinate with Training, QA, and business process owners to assess workflows, recommend optimizations, and create documentation.
• Support vendor due diligence, contract management, and licensing activities as a collaborative effort.
• Provide application support for integrated systems (including CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging shared expertise.
• Assist with training of new team members.
• Provide backup coverage for team members as needed.
• Perform other duties as assigned.

Requirements

• 6+ years of experience.
• Experience aligned to the following roles: Cloud Security Engineer, DevOps Engineer, Senior Email Security Engineer.

Technologies

• Genesys Cloud CX
• TTEC Smart Apps
• IVRs
• CRM
• WFM

Required Skills

• Cloud Security Engineer
• DevOps Engineer
• Senior Email Security Engineer

Location: Biloxi, MS (onsite)

Compensation: USD 95,000 per year