Partner Solutions Engineer

About the Role

Genpact is building Agentic CX, a new priority focused on autonomous agents that reason, decide, and execute customer interactions end-to-end. The Partner Solutions Engineer will be a depth specialist on partner platforms, configuring production-grade voice or chat agents and making Genpact's domain intelligence portable across them.

Key Responsibilities

• Convert Genpact Standard Operating Procedures (SOPs) into Agent Operating Procedures (AOPs): structured, testable agent logic, prompts, decision trees, tool calls, and escalation rules, tailored to the target partner platform.
• Map every AOP back to the business requirement it serves (outcome metric, policy, or compliance control) to ensure autonomy is explainable and audit-ready.
• Configure and tune voice agents end-to-end on partner platforms, including:
• Amazon Connect: contact flows, IVR and routing logic, Lex bots, Lambda integrations, Contact Lens analytics and Agent Assist.
• Sierra: agent skills across the Agent Development Life Cycle (ADLC), prompt and eval design, and RAG-grounded knowledge configuration.
• Observe.AI: Voice and Chat AI agent configuration, prompt design, workflow and telephony setup, and AI Copilot tuning.
• Build and run golden test sets and evaluation frameworks to validate every AOP before it interacts with live customers.
• Integrate partner platforms with CRM, ticketing, and backend systems (e.g., Salesforce, ServiceNow, ticketing and core systems), using Maestro for selected backend integrations.
• Instrument agents with CX Assure and CX Insights for scoring, auditing, and feeding the intelligence layer for every interaction.
• Troubleshoot and harden configurations during embedded client engagements and go-lives with Forward Deployed Engineers.
• Maintain deep, current expertise on each partner platform's roadmap, new features, and best practices, feeding platform-specific learnings back into reusable CX Intelligence, CX Assure, CX Insights, and CX Integrate assets.
• Partner with governance, legal, and compliance stakeholders to ensure autonomous decisions remain within approved guardrails on every platform.

Requirements & Tech Stack

• Required:
• Role background in software/solutions engineering, implementation engineering, or development in a client-facing, platform-configuration-heavy capacity.
• Hands-on, production experience with at least two of the following:
• Amazon Connect (contact flows, Lex, Lambda, Contact Lens)
• Sierra (ADLC, agent/prompt tooling, eval frameworks)
• Observe.AI (voice/chat agent and workflow configuration, telephony integration)
• Strong software engineering fundamentals, including comfort with writing production-quality code (Python, JavaScript/TypeScript or Go), working with REST/webhook APIs, and debugging in live client environments.
• Demonstrated experience translating ambiguous business processes (SOPs, policy documents, exception logs) into structured, testable agent logic, and mapping that logic back to the original business requirement.
• Experience building or consuming golden test sets and evaluation frameworks for conversational AI or automation quality.
• Comfort configuring voice agent experiences, including IVR/contact flow design, telephony setup, prompt and dialogue design, and IVR self-service.
• Preferred:
• Platform certifications such as AWS Certified Solutions Architect, Amazon Connect Developer, or equivalent partner certifications from Sierra or Observe.AI.
• Experience in customer operations, contact center technology, or BPO/CX environments, particularly in regulated industries (banking, insurance, healthcare).
• Familiarity with RAG pipelines, LLM-based agent frameworks, and prompt engineering beyond a single platform.
• Exposure to governance, risk, and compliance concepts relevant to AI deployment (model cards, DPIAs, control-to-regulation mapping).
• Willingness to travel to client sites for embedded deployment engagements.