Experience Acceleration Specialist

This role is for a hands-on builder and technical architect who can combine CX expertise, application development, and AI-first build practices to turn ideas into working solutions quickly. You should be comfortable working directly in Genesys Cloud and AI-assisted development environments, designing AI and automation experiences, building applications and integrations, and turning successful concepts into reusable experiences for solution consultants, sales teams, partners, customers, and internal stakeholders. Creativity, pushing boundaries, and scaling with pace and urgency are mandatory for success.

What You Will Be Doing

• Design, build, test, and iterate on AI and Agentic Virtual Agent experiences in Genesys Cloud that demonstrate the value of experience orchestration, automation, and AI-powered customer engagement.
• Build lightweight applications, integrations, prototypes, and automation using Genesys Cloud APIs, SDKs, and extensibility capabilities to solve practical customer and go-to-market use cases.
• Use AI-first build practices and AI-assisted development environments as a core part of the development lifecycle, including solution design, code generation, refactoring, debugging, testing, and documentation.
• Turn successful solutions and prototypes into scalable, reusable experience assets that help go-to-market teams explain complex AI and CX capabilities with clarity and confidence.
• Partner with internal technical resources to identify repeatable use cases and gaps in existing solutions, experiences, and technical assets.
• Stay current on Genesys Cloud AI capabilities, automation patterns, AI development practices, and emerging CX technology trends, then convert that knowledge into practical solutions and experiences.

What You Need to Be Successful

• Hands-on application development experience with the ability to build, debug, test, and modify lightweight applications, integrations, APIs, automation, and prototypes using languages such as JavaScript/TypeScript, Python, or equivalent.
• Experience working with REST APIs, SDKs, authentication and OAuth, JSON, webhooks, Git/version control, and common cloud and application development patterns.
• Demonstrated experience using AI-first development environments and coding agents across solution design, code generation, refactoring, debugging, testing, documentation, and iterative development.
• Ability to evaluate AI-generated code and solutions for correctness, security, maintainability, and intended business outcomes.
• Experience designing or building AI-powered customer experience solutions, virtual agents, bots, automation flows, agent-assist experiences, or agentic workflows.
• Working knowledge of Agentic AI concepts and how they apply to customer experience, self-service, orchestration, and business process automation.
• Ability to translate technical concepts and working solutions into clear business value for sales teams, solution consultants, executives, customers, and partners.
• Ability to operate with autonomy in a creative, fast-moving environment while managing multiple priorities and stakeholders.
• Ability to collaborate across product, technical teams, sales, solution consulting, and enablement.
• Professional fluency in English and Italian is required.
• The ideal candidate would preferably be based in the Milan or Rome area.

• Experience deploying Agentic Virtual Agents, conversational AI, Generative AI, Agent Assist, knowledge automation, or orchestration solutions in production or customer-facing environments.
• Understanding of contact center operations, customer experience strategy, workforce engagement, digital engagement, routing, analytics, or CRM integrations.
• Experience with cloud infrastructure and deployment patterns, including AWS or comparable cloud platforms.

Success in This Role Looks Like

• Genesys has stronger, more scalable AI and Agentic Virtual Agent experiences that help teams demonstrate and deliver value faster.
• Solution consultants and go-to-market teams can access clear, reusable technical solutions and assets that improve consistency and confidence in customer conversations.
• Uses AI-assisted development and agentic workflows to accelerate the path from idea to working solution, while providing technical judgment, confirmed validation, and quality.