AV Design & Collaboration Engineer

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 pra