Genpact runs customer operations at enormous scale—tens of millions of voice, chat, email and ticket interactions a year—in regulated, audit-intensive industries including banking, insurance and healthcare. Agentic CX is Genpact's point of view on where customer operations are heading: autonomous agents that don't just assist a human, but reason through a customer situation, decide the outcome and execute it end-to-end, escalating only the exceptions a human genuinely needs to see.

Genpact does not build the underlying conversational AI runtime. We partner with leading CCaaS and agentic platforms—Amazon Connect, Sierra, Observe.AI, NiCE and others—and own the layer that makes their platforms enterprise-ready: decades of process intelligence, exception logic and governance, encoded into four IP assets—CX Intelligence (powered by Maestro Spine), CX Assure, CX Insights and CX Integrate. Platform from partners; outcome ownership from Genpact.

Inviting applications for the role of Partner Solutions Engineer-Product & Platform Engineering!

We're hiring a Partner Solutions Engineer into the Product and Platform Engineering organization behind Agentic CX. Where a Forward Deployed Engineer owns a client engagement end-to-end, the Partner Solutions Engineer is our depth specialist on the partner platforms themselves: you are the person who knows Amazon Connect, Sierra and Observe.AI (and the next platform we add) well enough to configure a production-grade voice or chat agent on any of them, and to make Genpact's domain intelligence portable across all of them.

You take a Genpact Standard Operating Procedure—written for a human agent—and convert it into an Agent Operating Procedure (AOP): a codified, testable set of decision rules, data lookups, disclosures, escalation triggers and tool calls that an AI agent can execute on a specific partner runtime. You then map every AOP back to the business requirement it serves—the outcome metric, the compliance control, the policy it encodes—so every autonomous decision stays traceable, auditable and explainable.

Where You Sit

You'll be part of the dedicated CX engineering capability inside Product and Platform Engineering, working alongside:

- Product engineering, who own CX Intelligence, CX Assure, CX Insights and CX Integrate as reusable, partner-agnostic assets that your AOPs are built on.
- Forward Deployed Engineers, who own the client relationship and go-live; you are their platform-depth partner on the harder configuration and integration problems.
- Domain operations teams, who hold the SOPs, exceptions and regulatory nuance your AOPs are translated from.




- Partner technical teams at Amazon Connect, Sierra, Observe.AI and others, whose platforms, roadmaps and best practices you track closely.

What You'll Do

- Convert Genpact 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—the outcome metric, policy or compliance control—so autonomy stays 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 so every AOP is validated before it ever touches a live customer interaction.
- 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 so every interaction—human or AI—is scored, auditable and feeds the intelligence layer.
- Work with Forward Deployed Engineers to troubleshoot and harden configurations during embedded client engagements and go-lives.
- Maintain deep, current expertise on each partner platform's roadmap, current features and best practices, and feed platform-specific learnings back into reusable CX Intelligence, CX Assure, CX Insights and CX Integrate assets.
- Partner with governance, legal and compliance stakeholders to keep every autonomous decision within approved guardrails on every platform it runs on.

What You'll Bring

Required

- A software/solutions engineer, implementation engineer, or developer in a client-facing, platform-configuration-heavy role.
- Hands-on, production experience with at least two of: 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: comfortable writing production-quality code (Python, JavaScript/TypeScript or Go), working with REST/webhook APIs, and debugging in a live client environment.
- Demonstrated experience translating ambiguous business processes (SOPs, policy documents, exception logs) into structured, testable agent logic—i.e., converting SOPs into AOPs—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 specifically: IVR/contact flow design, telephony setup, prompt and dialogue design, 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, especially in regulated industries such as banking, insurance or 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.

How We'll Measure Success

- AOP quality: SOPs converted into agent-ready logic that passes golden test sets on the first or second pass, with clear traceability back to the business requirement.
- Platform depth: ability to stand up a production-grade voice or chat agent on any of our partner platforms with minimal ramp-up.
- Outcome quality: resolution rate, containment, first-contact resolution and compliance defect rate against an agreed baseline, on whichever partner platform is in play.
- Reusability: platform-specific learnings and new exception patterns feed back into CX Intelligence, CX Assure, CX Insights and CX Integrate for the next engagement, on any partner stack.

Why Join Now

Agentic CX is a newly defined, fast-moving priority for Genpact, backed by a dedicated CX engineering capability being built through targeted hiring. As a Partner Solutions Engineer, you'll be the person who makes Genpact's domain intelligence work—production-grade—on whichever partner platform a client has chosen, shaping how we standardize AOP design across an expanding partner ecosystem.

📌 Partner Solutions Engineer-Product & Platform Engineering (Bengaluru)
🏢 Genpact
📍 Bengaluru