Genpact services 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 (Genesys, AWS Connect, NiCE, Observe.AI 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 tailored for CX (powered by Process intelligence core), CX Assure, CX Insights and CX Integrate. Platform from partners; outcome ownership from Genpact.

Inviting applications for the role of Forward Deployed Engineer-Product & Platform Engineering!

We're hiring a Forward Deployed Engineer (FDE) into the CX Product and Platform Engineering organization behind Agentic CX. This is a hands-on, client-facing engineering role: you sit between Genpact's domain operations teams, our product and platform engineering teams, and the client's own technology environment, and you are the person who turns a standard operating procedure into a live, governed AI agent on a partner platform.

FDEs are the delivery mechanism behind Genpact's “deployment in days, not months” promise. You embed with the client, codify Genpact's domain rules and exception handling into agent skills, test them against golden datasets, and ship them into the client's live Genesys, AWS Connect, NiCE or equivalent CCaaS environment—using Maestro for the backend integrations that need it. You stay through go-live, start with conservative escalation thresholds, and extend the agent's autonomy only as results earn trust.

Where You Sit

You'll be part of a 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.
- Platform engineering,



who maintain the integration layer (including Maestro) that connects Genpact IP to partner CCaaS and agentic platforms.
- Domain operations teams, who hold the SOPs, exceptions and regulatory nuance that your agent skills are built from.
- Client-facing delivery and account teams, who own the relationship and the outcome commitments you help deliver against.

What You'll Do

- Validate Our Agent operation procedure IP tailored for the partner and for the c ustomer
- Build and run golden test sets that validate an agent skill before it ever touches a live customer interaction.
- Deploy, configure and tune agent skills directly on client CCaaS/agentic platform environments (e.g., Genesys, AWS Connect, NiCE, Observe.AI), using Maestro for backend integrations where needed.
- Embed on-site or virtually with the client delivery team through go-live, starting with conservative escalation paths and expanding autonomy as resolution, containment and compliance metrics prove out.
- Instrument agents with CX Assure and CX Insights so every interaction—human or AI—is scored, auditable and feeds back into the intelligence layer.
- Work with product and platform engineering to feed field learnings, new exceptions and failure patterns back into the 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 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.

What You'll Bring:

Required

- 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 (Python, JavaScript/TypeScript, or similar), working with REST/webhook APIs, and debugging in a live client workplace.
- 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: you understand why autonomy should be extended in controlled stages, with guardrails, escalation paths and audit trails designed up front.

Preferred

- Experience in customer operations, contact center technology, or BPO/CX environments, especially in regulated industries such as banking, insurance or healthcare.
- 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 (model cards, DPIAs, control-to-regulation mapping).
- Willingness to travel to client sites for embedded deployment engagements.

How We'll Measure Success

- Time to live: an agent skill codified, tested and deployed to a client's partner platform in days, not months.
- Outcome quality: resolution rate, containment, first-contact resolution and compliance defect rate against an agreed baseline.
- Safe autonomy growth: escalation thresholds relaxed on schedule and evidence, not guesswork, as agent performance is proven.
- Reusability: field learnings and new exception patterns you surface make their way back into CX Intelligence, CX Assure, CX Insights and CX Integrate for the next engagement.

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. You'll help define how Genpact deploys autonomous agents at enterprise scale, working on live client engagements from day one rather than a roadmap slide.

📌 Forward Deployed Engineer-Product & Platform Engineering (Bengaluru)
🏢 Genpact
📍 Bengaluru