Senior/Lead Forward Design AI Engineer – Genesys Cloud

This role is four days onsite, with the flexibility to work from home one day per week M&T Work Model - 4 Days In-Office | 1 Day Work From Home  

The Bank sponsors individuals for TN and H-1B transfers on a case by case basis. Please note that this position is not open to anyone on an F-1 student visa including those eligible for CPT/OPT or the Stem OPT extension. 

ROLE PURPOSE Operate with a forward-deployed engineering (FDE) mindset by working closely with delivery teams and business users, rapidly converting ambiguous operational needs into practical prototypes, implementation-ready designs, and adopted production outcomes. Leverage our AI capabilities using GITLAB duo, Copilot, Atlas AI, and/or other AI tools to help accelerate the deployment lifecycle within our Agile framework. Provide higher level tiered support across our domain and ART’s as it pertains to implementing enterprise level solutions supporting for our core banking systems, CCaaS (Genesys), CRM, ITSM, ServiceNow, and other systems.

Primary Responsibilities

Experience Design and Engineering Support

• Lead discovery with business, operations, product, technology, architecture, risk, and control partners to define problems, desired outcomes, user journeys, business capabilities, and scope.
• Create and maintain concise business and functional requirements, process models, user stories, acceptance criteria, data requirements, decision logs, and traceability for complex initiatives.·       Familiarize/analyze current-state processes and customer or employee pain points; recommend future-state workflows that are usable, scalable, measurable, and aligned to enterprise and team standards.
• Assess impacts across channels, applications, integrations, data, operating procedures, controls, and support models.

Genesys Cloud and Contact Center Expertise

• Apply hands-on knowledge of Genesys Cloud capabilities, configuration concepts, routing, digital and voice journeys, workforce engagement, analytics, integrations, and contact center operations.
• Partner with product owners, architects, software engineers, and solution developers to evaluate solution options and translate platform capabilities and constraints into business decisions.
• Maintain knowledge of Genesys Cloud product evolution and assess emerging capabilities for business value, readiness, dependencies, risk, and adoption impact.
• Serve as a functional subject matter expert during design reviews, technology assessments, implementation planning, and operational readiness.

AI, Automation, and Responsible Adoption

• Identify and assess AI-enabled opportunities across virtual agents, agentic agents and supervisor assistance, knowledge, conversation intelligence, predictive engagement and routing, and experience orchestration, etc.
• Use structured prompting techniques to support analysis, requirements development, summarization, research, test design, and knowledge work; validate AI output for accuracy, relevance, bias, and appropriate use.
• Define AI use cases with clear users, intents, data inputs, workflow boundaries, human-in-the-loop controls, exception handling, success measures, and adoption requirements.
• Partner with solution architecture, security, privacy, legal, risk, data, and model-governance stakeholders to establish transparency, explainability, auditability, oversight, and operational risk considerations.
• Work with business partners to establish and document measurable outcomes and benefits hypotheses for AI initiatives, including customer experience, employee productivity, containment or deflection, quality, risk reduction, and cost efficiency.

Forward-Deployed Delivery and Solution Enablement POC’s

• Embed closely with business users, operations, product teams, engineers, and platform partners to understand real workflow constraints and accelerate time from discovery to usable outcomes within M&T agile framework.
• Work effectively in ambiguous and evolving problem spaces; form hypotheses, validate them through rapid feedback, and refine requirements and solution approaches as evidence emerges.
• Partner in rapid prototyping, proof-of-value development, configuration, integration validation, and production-readiness activities while maintaining enterprise security, risk, architecture, and change standards.
• Own outcomes end to end across discovery, design, delivery, adoption, stabilization, and measurement rather than limiting accountability to requirements documentation.
• Troubleshoot functional, workflow, data, integration, and adoption issues with engineering teams; translate field observations into prioritized improvements and reusable patterns.
• Build trust through hands-on collaboration, clear tradeoff communication, practical problem solving, user enablement, knowledge transfer, and concise operational documentation.

Agile Delivery, Testing, and Implementation

• Partner with Agile Teams and Product Owners to refine backlogs, sequence work, clarify dependencies, support estimation, and maintain alignment between outcomes and delivered functionality.
• Develop the business test strategy and coordinate test planning, test data, scenarios, scripts, execution, defect triage, evidence, and business acceptance using Zephyr or other approved tools.
• Ensure requirements and acceptance criteria remain traceable through design, build, testing, change control, implementation, and post-implementation review.
• Coordinate business readiness, implementation validation, issue resolution, lessons learned, and outcome measurement after release.
• Risk, Controls, and Operational Excellence
• Embed applicable information in ServiceNow and SDLC processes for change management request submission to comply with requirements with necessary delivery artifacts.
• Identify risks, assumptions, issues, and dependencies early; document decisions and escalate material concerns through appropriate governance channels.
• Support incident analysis and quality reviews to identify recurring failure patterns, control gaps, root causes, and opportunities to reduce operational risk and incidents.
• Maintain required documentation and evidence for internal controls, audits, regulatory reviews, and production changes.

Leadership and Collaboration

• Facilitate effective cross-functional workshops, design discussions, decision forums, and stakeholder reviews; communicate complex topics clearly to technical and non-technical audiences.
• Mentor other Business Analyst in requirements, quality, process analysis, Agile practices, testing, Genesys Cloud, and responsible use of AI tools.
• Promote an environment of belonging, constructive challenge, accountability, continuous learning, and customer-centered decision-making.
• Perform other related duties as assigned.

Required Qualifications

• Associate’s degree and a minimum of 7 years’ systems analysis and/or application development work experience or Bachelor's degree and a minimum of 5 years' systems analysis and/or application development work experience. In lieu of a degree, a combined minimum of 9 year’s education and/or relevant work experience, including a minimum of 5 years’ system analysis and/or application development work experience.
• Demonstrated experience leading analysis for complex, cross-functional initiatives from discovery through implementation and outcome validation.
• Experience with Genesys Cloud and contact center operations, including the ability to evaluate customer journeys, routing, platform capabilities, integrations, analytics, and operational impacts.
• Foundational AI fluency, including prompt design, use-case framing, workflow definition, output validation, human oversight, and awareness of privacy, security, data, bias, transparency, and model-risk considerations.
• Experience creating high-quality requirements, user stories, acceptance criteria, process models, test strategies, test cases, data mappings, and traceability artifacts.
• Experience with Agile delivery model, backlog refinement, estimation, dependency management, testing, implementation readiness, and post-release validation.
• Strong analytical thinking, facilitation, written and verbal communication, organization, prioritization, and problem-solving skills.
• Ability to work independently and/or within a team-driven environment, lead through influence, manage competing priorities, and collaborate across business and technology teams.
• Demonstrated forward-deployed characteristics: comfort with ambiguity, strong customer and user proximity, rapid learning, hands-on problem solving, iterative delivery, and end-to-end accountability for adoption and business outcomes.

Preferred Qualifications

• Bachelor's degree in business, information systems, computer science, analytics, engineering, or a related field.
• Advanced knowledge of Genesys Cloud AI and automation capabilities, such as virtual agents, agentic agents or supervisor copilot, knowledge, conversation analytics, predictive capabilities, and emerging agentic orchestration patterns.
• Experience in a regulated financial-services environment and familiarity with enterprise risk, controls, audit evidence, privacy, security, and change governance.
• Experience with Jira, Zephyr, ServiceNow, Microsoft Copilot, Jira Rovo, Confluence, reporting or analytics tools, and process-modeling techniques.
• Experience defining KPIs, benefit measures, adoption metrics, and ROI hypotheses for automation and/or AI initiatives.
• Proven mentoring, stakeholder-management, and informal leadership capability.
• Good to have: hands-on experience creating or evaluating prototypes, proofs of value, workflow automations, or lightweight technical solutions in partnership with engineering teams.
• Good to have: working knowledge of APIs, event-driven integrations, JSON, data mapping, SQL, scripting or programming concepts, version control, and CI/CD practices.
• Good to have: familiarity with cloud (Azure preferred) and container-based development environments, observability, production troubleshooting, secure deployment patterns, and operational support practices.
• Good to have: exposure to AI application patterns such as retrieval-augmented generation, agentic workflows, evaluation frameworks, guardrails, model or prompt lifecycle practices, and production monitoring.
• Good to have: experience turning repeated implementation lessons into reusable templates, accelerators, reference patterns, playbooks, or product feedback.

We support our team members with generous benefits.

• Competitive compensation
• Health, welfare, and retirement benefits
• 401(k) match at 5%
• Work-life balance and flexible work arrangements
• Banking Officers start with 25 days PTO plus 12 paid holidays 
• 40 hours paid volunteer hours per year
• Much more. For details, see: M&T Benefits Overview

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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $116,400.00 - $194,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America