The posting
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
About the role
- Genesys is looking for a motivated AV Engineer to design, deliver and look after audio visual and collaboration technology across our EMEA and APAC offices. You will work on office builds and refurbishments, meeting rooms, event spaces, audio visual broadcast, desk and room booking, desktop technology and digital signage, and you will support our internal All Hands events.
- These projects change how our colleagues work. Getting the technology right improves productivity, drives office adoption and makes hybrid working work well. You will be our level four (L4) AV escalation point. Our Global Service Desk (L1 to L2) and our on-site End User Services desk-side teams (L2 to L3) handle day-to-day support, and you step in for the complex, recurring and design-related issues. Part of the role is site-based at our key location, working alongside the on-site team.
- You will also look after our Zoom and Microsoft Teams platforms, and you will use automation and AI to move our AV estate from reactive support to proactive, self-monitoring operations. You do not need to be an expert in all of this on day one. We want someone with strong AV foundations who is eager to build these skills with us.
What you will do
Design and delivery
- Attend design workshops to capture requirements, and shape designs for office technology deployments. Act as technical lead on small and medium projects and a key contributor on larger ones.
- Prepare bills of materials, obtain supplier quotes, and work with Project Managers and Facilities to keep budgets, timelines and expectations on track. Track changes and variations against the agreed scope and cost.
- Produce system descriptions, block wiring diagrams, rack elevations, cable schedules and as-built drawings using AutoCAD, working from architectural drawings and specifications.
- Carry out site surveys to make sure designs work in practice.
- Support projects through build, installation, configuration and commissioning of audio, video and control systems, and keep commissioning documentation, AV/IT schedules and site notes accurate.
- Research and recommend technology options, and stay current through trade publications, vendor roadmaps and training.
- Align with our US counterpart so design standards are consistent globally.
Escalation, support enablement and events
- Act as the L4 escalation point for AV and videoconferencing. Take complex faults from the Global Service Desk and the desk-side teams, find the root cause, arrange repairs, and escalate to manufacturers and chase to resolution, remotely and on site.
- Spot recurring issues and fix them at source through problem management, design changes, standards or automation, so fewer faults reach L4.
- Enable L1 to L3: write runbooks, knowledge articles and troubleshooting guides, and train the Service Desk and desk-side teams, so they can resolve more AV issues first time.
- Manage AV refreshes across EMEA and APAC sites.
- Support and run internal All Hands events, including planning with IT, Facilities and Events teams.
- Train end users so systems are used well, and share knowledge with colleagues across IT.
Zoom and Microsoft Teams: administration and integrations
- Changes to these tools reach every colleague, so we make them thoughtfully, not reactively. You will take responsibility for day-to-day administration of both consoles and deliver integrations, with guidance from senior colleagues on larger changes. You will:
- Gather user needs through conversations, feedback and support trends, so new features and integrations solve real problems.
- Partner with Legal, Security and Privacy teams to understand what a feature can and should not do before it is switched on, including recording, transcription, data retention and AI-enabled capabilities.
- Plan releases carefully, with testing, pilot groups, phased rollouts and a clear rollback approach, and build a communication plan for each change.
- Monitor usage, quality and support tickets after release, and adapt settings, guidance and integrations based on what you find.
- Write clear documentation: admin runbooks, configuration standards, user guides and release notes.
- Follow Zoom and Microsoft roadmaps and assess what is worth adopting, and what to hold back on.
Automation, data and proactive support
- We want to find problems before our colleagues do. You will:
- Automate repeatable work using APIs, scripts and integrations (for example PowerShell, Python, Microsoft Graph and the Zoom and Teams APIs) to reduce manual effort and human error.
- Use device and platform management tools, such as Teams Rooms Pro Management and Zoom device management, along with call quality and usage data, to monitor room health and spot trends. Connect alerts to our ticketing so faults are logged automatically and routed to the right team, with the diagnostic detail they need.
- Help define simple health measures for our rooms, such as availability, time to resolve, and the share of faults we catch before a user reports them.
- Keep scripts, configurations and standards under version control, with review and testing, so nothing depends on one person.
- Work with Security, IT and Network teams on least-privilege access, safe handling of credentials and keys, and firmware and patch management.
Working with AI
- We expect a practical, AI-first mindset. AI is part of how we design, build, support and document, and it is a growing part of the platforms we run. That means:
How we work day to day
- Using approved AI tools to speed up documentation, troubleshooting, research, reporting, bills of materials and cable schedules, and always checking the output carefully before it is used. You are accountable for the result, not the tool.
- Using AI coding assistants to write, explain and improve scripts and integrations. You review and test everything the AI produces, understand what it does before it runs, and manage it in version control like any other code.
- Using AI to turn what we learn from escalations into clear, searchable guidance, so the Service Desk and desk-side teams can resolve more AV issues without escalating.
- Looking for chances to automate: if you do something repeatedly, you ask whether a script, an integration or an AI-assisted workflow could do it.
- Following our responsible AI rules: no confidential, personal or customer data in unapproved tools, and no secrets or credentials in prompts or code.
AI in our platforms and rooms
- Assess AI-enabled features in Zoom, Microsoft Teams and room devices, such as meeting summaries and agents, intelligent cameras and framing, room analytics and automated monitoring, and recommend where they fit and where they do not.
- Work with Legal, Security and Privacy on what these features capture and store, including consent, retention, transparency and the regulatory position in each region (for example the EU AI Act and data protection law, and works council requirements where they apply).
- Pilot new AI capabilities with small groups first, measure the result, and share what works and what does not.
- Help colleagues and the wider team build good, responsible AI habits.
The mindset
- We want someone curious and creative who naturally looks for ways to move the AV team forward. Bring ideas, test them sensibly, be honest about what did not work, and share what you learn. Good judgement about when to trust automation, and when to check it, matters more than any single tool.
What we are looking for
- You do not need to tick every box. Typical experience includes:
- Around 4 to 5 years in AV system design, integration or enterprise AV support.
- A good grasp of project phases from concept through design development, construction and commissioning, and working knowledge of architectural drawings and specifications.
- Hands-on experience with some of: Zoom Rooms, Microsoft Teams Rooms, Surface Hub, Crestron, Polycom, Evoko, Lenovo ThinkSmart Manager, Scala and VuWall, or similar.
- Training or certification in at least one DSP platform (Biamp, QSC, ClearOne or similar) and one control system (Crestron, Extron, AMX or similar).
- A solid grounding in AV-over-IP and networking: TCP/IP, VLANs, QoS, PoE, and how audio and video traffic behaves on the network.
- Some experience scripting or automating tasks (PowerShell, Python or similar), or a clear track record of teaching yourself new tools. We will help you build from there.
- Experience, or real interest, in using AI tools to work faster and better, with good judgement about checking the output.
- Good cost awareness and the ability to work within agreed budgets.
- Strong troubleshooting and problem-solving skills, with experience handling escalated faults and working with service desk and on-site support teams.
- Clear, concise communication and a professional, courteous approach with colleagues and suppliers.
- Good time management, self-motivation and attention to detail.
Helpful but not required
- CTS, Zoom, Microsoft Teams or similar certifications.
- Experience with ServiceNow or Jira, or with monitoring and dashboard tools.
- Experience with Git, REST APIs or building small integrations.
- Event, webinar or live-streaming production experience.
Growth
- This role is designed to grow towards senior AV design and platform responsibilities. We will support you with training and certification, time to experiment, and exposure to larger projects, as you build your design, automation and AI skills.
- Travel as required.
#LI-GR1
#LI-Hybrid
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
