Partner Architect

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Summary

The Partner Architect works closely with Genesys’ most strategic partners to design, develop, and implement reusable reference architectures and accelerators that support Genesys’ go-to-market strategy. This role is pivotal in building assets that leverage the strengths of these partners, allowing them to demonstrate the value of their solutions in combination with Genesys Cloud CX. Additionally, the Partner Architect mentors the Partner Solution Consultant team and acts as a technical escalation point for complex technical issues.

Key Responsibilities

Develop Reference Architectures: Collaborate with strategic partners to build and document reusable reference architectures that align with Genesys and partner solutions. This includes Joint Solution Co-Creation whereby you will work with to co-create solutions with partners. This includes defining technical integrations and ensuring alignment between Genesys’ and the partner's technology stacks. These architectures will highlight the niche areas where partners excel and how they can complement Genesys solutions. 

Joint Solution Co-Creation: Partner with the Overlay Architect team and Product Management to co-create solutions with partners. This includes defining technical integrations, and ensuring alignment between Genesys’ and the partner's technology stacks.
 
Accelerators and Blueprints: Lead the creation of Genesys Blueprints and Accelerators that partners can leverage to accelerate their deployment of Genesys Cloud solutions. These assets should be adaptable and scalable for different use cases and industries.
 
Partner Development Labs: Work with Genesys Partner Solution Consultants and Genesys Partners to build, refine, and optimize their Genesys Cloud development labs. These labs will serve as the foundation for joint innovation, ensuring that both Genesys and partner teams can continuously iterate on solutions and use cases.  This includes leading and facilitating remote and in person workshops educating and empowering Partners on the Genesys unique value proposition, roadmaps to help generate pipeline, help them to be more self-sufficient.

Mentoring and Enablement: Mentor Genesys Partner Solution Consultants, sharing best practices, technical knowledge, and lessons learned from working with strategic partners. Enable the team to handle increasingly complex scenarios by guiding them through technical challenges and providing escalation support when needed.

Technical Escalation: Serve as a technical escalation point for difficult or complex integration issues that arise during partner Pre-Sales enablement. Provide advanced troubleshooting and solution development to resolve roadblocks effectively.

Presentations and Workshops: Lead partner-facing workshops, architectural discussions, and whiteboarding sessions to align on solutions that demonstrate the joint value of Genesys and partner technologies.

Thought Leadership and Best Practices: Stay current with industry trends and act as a thought leader in designing and recommending best practices for cloud architectures and contact center technologies. Share insights both internally with Genesys teams and externally with partners.

Drive Innovation: Continuously contribute to Genesys innovation by testing new cloud solutions, providing feedback to product teams, and contributing to the overall enhancement of Genesys Cloud capabilities through partner integration.

Technical Field Readiness Assistance: Work with Strategic CRM and other Partners, Genesys Product Management, Genesys Product Marketing, and Genesys Enablement teams to assist with technical field readiness for productized partner integrations.  This may involve building assets, shared demo environments, videos, and assisting with RFx’s.

Qualifications
Experience:

• 5+ years of experience in the Contact Center industry, with a minimum of 4 years in a solutions engineering, technical architecture, and/or administration role, particularly in partner ecosystems or solution integration.
• Deep understanding of Genesys Cloud and contact center technologies, including IVR, Workforce Management, Quality Management, Digital Channels, and Natural Language technologies (e.g., Google DialogFlow, Amazon Lex).
• Hands-on experience with RESTful API integrations,
• Experience with cloud platforms such as AWS, and familiarity with microservices, and modern cloud technologies (e.g., Kubernetes, Docker).
• Large Language Models and how/when they are used: (e.g. FLAN-T5, Amazon Bedrock).
• GenAI Prompt Engineering, Retrieval Augmented Generation (RAG), Chain of thought – COT 
• Technical knowledge in some of the following areas, such as VOIP, SIP, RTP, Messaging, Carrier Services, Infrastructure, Networking (subnetting, DNS) or Security.
• Proven ability to mentor and lead technical teams, including providing escalation support for complex technical issues and integrations.
• Experience creating reusable technical assets such as blueprints, accelerators, and reference architectures that support enterprise-scale deployments.
• Demonstrated ability to collaborate effectively with partners, Product Management, and internal engineering teams to deliver high-quality, scalable solutions.
• Excellent presentation skills with the ability to articulate complex technical solutions to both technical and non-technical audiences, including C-level stakeholders.
• Proven ability to develop and maintain strong relationships with partners and customers, acting as a trusted advisor for joint solution development.
• Experience documenting technical artifacts (including storyboards, demos narratives, use cases) and building presentations promoting and explaining the created assets
• Mastery of Excel and Powerpoint.

Preferred Skills

• Hands on experience with one of more Programming languages:
  • Python
  • Java
  • Javascript
• AI frameworks
  • PyTorch
  • TensorFlow
• Machine Learning Concepts and how they apply to Contact Center technology  (Random Forrest, Bayesian, etc.)
• Hands on Experience with one or more CRMs: Salesforce, Servicenow
• Certifications in cloud and CRM platforms (AWS, Salesforce, Servicenow, AI, or XCaaS-related technologies).
• Project Management methodologies and tools  (e.g. Asana)
• Hands on experience configuring Genesys Cloud CX and integrating it to 3rd party applications.
• Microsoft Power Automate

Travel:

Willingness to travel approximately 50% of the time to support partner engagements and events.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$77,950.00 - $152,950.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

 

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.