AI Solution Architect

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

We are seeking a highly skilled and experienced CCaaS (Contact Center as a Service) Solutions Architect with a strong practical knowledge of AI to join our dynamic team supporting Customer Success and Services. As a key member of our Professional Services, you will be leading presales efforts providing broad and deep expertise in technology to allow our customers to deliver on our Experience as a Service vision. You will be responsible for the design of cutting-edge CCaaS solutions using Genesys Cloud CX Platform integrated with advanced AI capabilities. You will collaborate closely with cross-functional teams to deliver scalable, reliable, and innovative solutions that meet the evolving needs of our organization and our clients.

You will be joining a collaborative team of like-minded people who thrive on technical problem solving and relish design and implementation challenges. The role will require you to lead/contribute with broad technical understanding with strong spoken and visual presentation skill, create/deliver highly customized demonstrations, and position our delivery services for customers and prospects. This individual should be seen as the expert in the room.

Key Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

• Technical Leadership: Subject Matter Expert on Genesys solutions. Lead technical, business, and architectural discussions with customers, account teams and Professional Services Delivery leads. 

• Architecture Design: Design and develop comprehensive architecture for CCaaS solutions incorporating AI technologies such as Conversational AI, machine learning, Chat bots, Agent Assist, Co-Pilots, Knowledge surfacing and other AI technologies from Genesys product portfolio.

• Solution Implementation: Upon deal closure, provide technical oversight throughout the entire implementation project lifecycle, ensuring alignment with architectural standards and best practices.

• Innovation and Research: Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI, and contribute to ongoing innovation initiatives. Continuously drive innovation through the development of CX Cloud blueprints and accelerators.

• Collaboration: Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals. Engage with Product Management to influence product direction.

• Documentation and Communication: Prepare and maintain architectural documentation, diagrams, and technical specifications. Effectively communicate complex technical concepts to both technical and non-technical stakeholders. Provide training and mentoring to broader Professional Services organization.

Requirements:

• 6+ years of Contact Center industry experience, with a minimum of 3 years in a solutions engineering/ technical services/pre-sales position.

• Proven experience (8+ years) designing and implementing CCaaS solutions, preferably in a cloud-based environment.

• Deep understanding of AI technologies such as NLP, machine learning frameworks, and AI-driven analytics.

• Ability to address complex technical and selling situations with proposed resolutions.

• Strong proficiency in programming languages such as Java, Python, or similar, and familiarity with cloud platforms (AWS, Azure, Google Cloud).

• Excellent problem-solving skills and the ability to prioritize and manage multiple tasks in a fast-paced environment.

• Effective customer facing and communication skills, both verbal and written, with the ability to articulate complex technical concepts to diverse audiences.

• Willingness to travel for customer meetings

Preferred Qualifications:

• Experience with AWS AI services such as Lex v2, Bedrock, Kendra and SageMaker or Cloud AI equivalents

• Certifications in relevant technologies (AWS Certified Solutions Architect, Google Professional Cloud Architect, etc.)

• Practical technical knowledge of a wide solution set of Genesys solutions and cloud technologies is a big plus.

• Working knowledge of NodeJS and/or Python to build AI and data embedding integrations.

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.  

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:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.