Forward Deployed Engineer
Genpact
Bengaluru, Karnataka, India2h agovia LinkedIn
This job at a glance
- Who can apply
- Freshers
- Must know
- AWSAuditingStakeholder managementREST APIsPythonJavaScript
- Nice to have
- OperationsLLMsEmbedded systems
- Work
- On-site in Bengaluru
- Pay
- Not stated by the employer.
- Skill demand
- AWS31%REST APIs30%Stakeholder management28%Auditing8%of 98 similar fresher jobs posted in India this week
- Listed
- 10 Nov 2026 · still open
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About the Role
This is a hands-on, client-facing engineering role within the CX Product and Platform Engineering organization, focused on Agentic CX. You will act as the delivery mechanism for Genpact's "deployment in days, not months" promise, transforming standard operating procedures into live, governed AI agents on partner platforms.
Key Responsibilities
- Validate Agent operation procedure IP tailored for the partner and customer.
- Build and run golden test sets to validate agent skills before live customer interaction.
- Deploy, configure, and tune agent skills directly on client CCaaS/agentic platform environments (e.g., Genesys, AWS Connect, NiCE, Observe.AI), utilizing Maestro for backend integrations.
- Embed on-site or virtually with the client delivery team through go-live, starting with conservative escalation paths and expanding autonomy as metrics prove out.
- Instrument agents with CX Assure and CX Insights for scoring, auditing, and feeding back into the intelligence layer.
- Work with product and platform engineering to feed field learnings, new exceptions, and failure patterns back into reusable CX Intelligence, CX Assure, CX Insights, and CX Integrate assets.
- Partner with governance, legal, and compliance stakeholders to ensure autonomous decisions are within approved guardrails and audit-ready.
- Act as the technical point of contact during client showcase visits (Agentic CX Labs), including live, in-visit codification of a sample SOP into a working agent skill.
Requirements & Tech Stack
- Strong industry experience as a forward-deployed engineer, solutions/implementation engineer, or software engineer in a client-facing, deployment-heavy role.
- Hands-on experience integrating with at least one CCaaS or conversational AI platform (e.g., Genesys, AWS Connect/Amazon Connect, NiCE, Observe.AI, ASAPP, Sierra, Decagon) via APIs, SDKs, or configuration tooling.
- Strong software engineering fundamentals: comfortable writing production-quality code (e.g., Python, JavaScript/TypeScript), working with REST/webhook APIs, and debugging in a live client environment.
- Experience translating ambiguous business processes (SOPs, policy documents, exception logs) into structured, testable logic or agent/workflow configurations.
- Comfort operating directly with clients: running working sessions, explaining technical trade-offs to non-technical stakeholders, and managing a go-live under time pressure.
- A bias toward shipping safely: understanding the importance of controlled, staged autonomy expansion with guardrails, escalation paths, and audit trails.
Qualifications (Preferred)
- Experience in customer operations, contact center technology, or BPO/CX environments, especially in regulated industries.
- Familiarity with LLM-based agent frameworks, prompt/skill design, RAG pipelines, or conversational orchestration.
- Experience building or consuming test harnesses/golden datasets for evaluating AI or automation quality.
- Exposure to governance, risk, and compliance concepts relevant to AI deployment.
- Willingness to travel to client sites for embedded deployment engagements.