Genesys is looking for an AI Solutions Architect to design and deliver AI-powered solutions on the Genesys Cloud CX platform. This role is responsible for ensuring customers realize the full potential of AI, enhancing customer experience and driving operational efficiency.
What You'll Do
- Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency.
- Design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing.
- Lead customer engagements from initial technical discovery through full implementation and optimization.
- Develop proof-of-concept demos, prototypes, and AI solution blueprints tailored to customer needs.
- Drive AI deployment projects by working cross-functionally with Professional Services, Engineering, and Product teams.
- Provide hands-on technical guidance for AI model integration, chatbot development, automation workflows, and analytics.
- Solve complex technical challenges and optimize AI models post-implementation.
- Collaborate with internal teams to develop best practices, technical documentation, and training resources.
- Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.
- Stay ahead of AI trends and contribute to innovation strategy with real-world insights.
- Influence AI product roadmaps by working closely with Product Management.
What We're Looking For
- 6+ years of experience in the Contact Center industry, with hands-on experience designing and deploying AI-powered CCaaS solutions.
- 3+ years in a solutions engineering, technical services, or customer-facing technical role, with proven experience in AI-driven transformation.
- Expertise in Conversational AI, Natural Language Processing (NLP), Machine Learning, and AI-driven analytics for customer engagement.
- Strong cloud-based architecture experience, with a focus on AWS, Azure, or Google Cloud.
- Proficiency in programming/scripting languages such as Java, Python, or Node.js for AI model deployment and system integrations.
- Proven ability to both sell and execute AI solutions—balancing strategic planning, technical leadership, and hands-on solution delivery.
- Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences.
- Willingness to travel as needed for customer engagements.
Nice to Have
- Experience with AWS AI services (Lex v2, Bedrock, Kendra, SageMaker).
- Relevant industry certifications (AWS Solutions Architect, Google Professional Cloud Architect, or equivalent).
- Deep knowledge of Genesys Cloud solutions and AI-powered contact center technologies.
Technical Stack
- Conversational AI, Natural Language Processing (NLP), Machine Learning, AI-driven analytics
- AWS, Azure, Google Cloud
- Java, Python, Node.js
- AWS AI services (Lex v2, Bedrock, Kendra, SageMaker)
- Genesys Cloud
Team & Environment
Work cross-functionally with Professional Services, Engineering, and Product teams.
Benefits & Compensation
- Compensation: $110,600.00 - $194,400.00
- 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
Work Mode
This is a hybrid position.
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.
