Senior/Lead Forward Design AI Engineer – Genesys Cloud

M&T Bank•Buffalo, NY

1d•$116,400 - $194,000•Hybrid

About The Position

The Forward Design AI Engineer works with delivery teams and business users using a forward-deployed engineering mindset to turn ambiguous operational needs into practical prototypes, implementation-ready designs, and adopted production outcomes. The role uses AI tools such as GitLab Duo, Copilot, and Atlas AI to help accelerate deployment within the Agile framework, and provides higher-tier support across domains and ARTs for enterprise solutions involving core banking systems, Genesys Cloud (CCaaS), CRM, ITSM, ServiceNow, and other systems. The position leads discovery and requirements development, assesses current and future workflows, and supports Genesys Cloud solution design and implementation. It identifies AI and automation opportunities, helps define responsible AI use cases and measurable outcomes, and partners with architecture, security, privacy, legal, risk, data, and model-governance stakeholders. The role works hands-on across prototyping, configuration, integration validation, testing, production readiness, adoption, stabilization, and outcome measurement. The engineer partners with Agile teams and product owners on backlog refinement, testing, implementation readiness, and post-release validation. The role also supports risk and control processes, documentation, incident analysis, operational excellence, and cross-functional collaboration, while mentoring other business analysts and promoting continuous learning and customer-centered decisions. The position is based in Buffalo, New York, and follows a four-days-in-office, one-day-work-from-home model.

Requirements

Associate’s degree and at least 7 years of systems analysis and/or application development experience; or bachelor’s degree and at least 5 years of such experience; or, in lieu of a degree, a combined minimum of 9 years of education and/or relevant work experience, including at least 5 years of systems analysis and/or application development experience.
Demonstrated experience leading analysis for complex, cross-functional initiatives from discovery through implementation and outcome validation.
Experience with Genesys Cloud and contact center operations, including evaluating customer journeys, routing, platform capabilities, integrations, analytics, and operational impacts.
Foundational AI fluency, including prompt design, use-case framing, workflow definition, output validation, human oversight, and awareness of privacy, security, data, bias, transparency, and model-risk considerations.
Experience creating requirements, user stories, acceptance criteria, process models, test strategies, test cases, data mappings, and traceability artifacts.
Experience with Agile delivery, backlog refinement, estimation, dependency management, testing, implementation readiness, and post-release validation.
Strong analytical thinking, facilitation, written and verbal communication, organization, prioritization, and problem-solving skills.
Ability to work independently and/or in a team-driven environment, lead through influence, manage competing priorities, and collaborate across business and technology teams.
Forward-deployed working characteristics, including comfort with ambiguity, user proximity, rapid learning, hands-on problem solving, iterative delivery, and end-to-end accountability for adoption and business outcomes.

Nice To Haves

Bachelor’s degree in business, information systems, computer science, analytics, engineering, or a related field.
Advanced knowledge of Genesys Cloud AI and automation capabilities, such as virtual agents, agentic agents or supervisor copilot, knowledge, conversation analytics, predictive capabilities, and emerging agentic orchestration patterns.
Experience in regulated financial services and familiarity with enterprise risk, controls, audit evidence, privacy, security, and change governance.
Experience with Jira, Zephyr, ServiceNow, Microsoft Copilot, Jira Rovo, Confluence, reporting or analytics tools, and process-modeling techniques.
Experience defining KPIs, benefit measures, adoption metrics, and ROI hypotheses for automation and/or AI initiatives.
Proven mentoring, stakeholder-management, and informal leadership capability.
Hands-on experience creating or evaluating prototypes, proofs of value, workflow automations, or lightweight technical solutions in partnership with engineering teams.
Working knowledge of APIs, event-driven integrations, JSON, data mapping, SQL, scripting or programming concepts, version control, and CI/CD practices.
Familiarity with cloud (Azure preferred) and container-based development environments, observability, production troubleshooting, secure deployment patterns, and operational support practices.
Exposure to AI application patterns such as retrieval-augmented generation, agentic workflows, evaluation frameworks, guardrails, model or prompt lifecycle practices, and production monitoring.
Experience turning repeated implementation lessons into reusable templates, accelerators, reference patterns, playbooks, or product feedback.

Responsibilities

Lead discovery with business, operations, product, technology, architecture, risk, and control partners to define problems, outcomes, user journeys, business capabilities, and scope.
Create and maintain requirements, process models, user stories, acceptance criteria, data requirements, decision logs, and traceability for complex initiatives.
Analyze current-state processes and customer or employee pain points; recommend usable, scalable, measurable future-state workflows aligned with enterprise and team standards.
Assess impacts across channels, applications, integrations, data, operating procedures, controls, and support models.
Apply hands-on knowledge of Genesys Cloud capabilities, configuration concepts, routing, digital and voice journeys, workforce engagement, analytics, integrations, and contact center operations.
Partner with product owners, architects, engineers, and solution developers to evaluate solution options and translate platform capabilities and constraints into business decisions.
Maintain knowledge of Genesys Cloud product evolution and assess emerging capabilities for value, readiness, dependencies, risk, and adoption impact.
Serve as a functional subject matter expert during design reviews, technology assessments, implementation planning, and operational readiness.
Identify and assess AI-enabled opportunities across virtual agents, agentic agents, supervisor assistance, knowledge, conversation intelligence, predictive engagement and routing, and experience orchestration.
Use structured prompting for analysis, requirements, summarization, research, test design, and knowledge work; validate AI output for accuracy, relevance, bias, and appropriate use.
Define AI use cases with clear users, intents, data inputs, workflow boundaries, human-in-the-loop controls, exception handling, success measures, and adoption requirements.
Partner with architecture, security, privacy, legal, risk, data, and model-governance stakeholders on transparency, explainability, auditability, oversight, and operational risk considerations.
Work with business partners to define measurable outcomes and benefits hypotheses for AI initiatives, including customer experience, productivity, containment or deflection, quality, risk reduction, and cost efficiency.
Embed with business users, operations, product teams, engineers, and platform partners to understand workflow constraints and accelerate delivery of usable outcomes within the Agile framework.
Work in ambiguous problem spaces, form hypotheses, validate them through rapid feedback, and refine requirements and solution approaches as evidence emerges.
Partner in rapid prototyping, proof-of-value development, configuration, integration validation, and production-readiness activities while maintaining enterprise standards.
Own outcomes across discovery, design, delivery, adoption, stabilization, and measurement.
Troubleshoot functional, workflow, data, integration, and adoption issues with engineering teams; translate observations into prioritized improvements and reusable patterns.
Build trust through hands-on collaboration, clear tradeoff communication, practical problem solving, user enablement, knowledge transfer, and concise operational documentation.
Partner with Agile teams and product owners to refine backlogs, sequence work, clarify dependencies, support estimation, and align outcomes with delivered functionality.
Develop business test strategies and coordinate test planning, test data, scenarios, scripts, execution, defect triage, evidence, and business acceptance using Zephyr or other approved tools.
Maintain traceability of requirements and acceptance criteria through design, build, testing, change control, implementation, and post-implementation review.
Coordinate business readiness, implementation validation, issue resolution, lessons learned, and outcome measurement after release.
Embed applicable information in ServiceNow and SDLC processes for change-management requests and required delivery artifacts.
Identify and document risks, assumptions, issues, and dependencies; escalate material concerns through appropriate governance channels.
Support incident analysis and quality reviews to identify recurring failures, control gaps, root causes, and opportunities to reduce operational risk and incidents.
Maintain documentation and evidence for internal controls, audits, regulatory reviews, and production changes.
Facilitate cross-functional workshops, design discussions, decision forums, and stakeholder reviews; communicate complex topics to technical and non-technical audiences.
Mentor other business analysts in requirements, quality, process analysis, Agile practices, testing, Genesys Cloud, and responsible use of AI tools.
Promote belonging, constructive challenge, accountability, continuous learning, and customer-centered decision-making.
Perform other related duties as assigned.