Genesys develops AI-powered experience orchestration technology for organizations seeking to improve how they engage with customers and employees. Its portfolio includes cloud-based contact center software, workforce engagement management, and the Genesys Cloud CX and EX platforms, which combine intelligent automation with embedded AI across communication channels. Genesys serves sectors such as consulting, healthcare, and insurance, while its AppFoundry Marketplace provides pre-integrated applications that extend the capabilities of its platform.
Lead AI Solutions Architect, Customer Success - Genesys (Remote)
Lead the design of AI-powered digital customer experience solutions on Genesys Cloud for enterprise customer programs. Shape architecture, integrations, governance, and delivery across complex engagements.
Description
- Define end-to-end AI-powered digital architectures for customer programs.
- Design solutions using Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities.
- Architect integrations among Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies.
- Set standards for scalable, resilient, secure, and maintainable architectures.
- Review project-team solution designs and provide technical direction.
- Act as the technical authority for assigned customer engagements.
- Help consultants and implementation teams resolve complex technical challenges.
- Lead customer architecture workshops, discovery sessions, and technical design discussions.
- Govern delivery against approved architecture, project scope, and customer requirements.
- Design AI use cases such as digital virtual agents, bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enabled experiences.
- Create customer journeys that connect AI capabilities with Genesys Cloud channels and routing.
- Define data needs, integration patterns, and AI governance considerations.
- Embed responsible AI practices in solution designs.
- Assess emerging Genesys Cloud Digital and AI capabilities for customer applications.
- Advise customer technical stakeholders on architectural choices and trade-offs.
- Convert business requirements and digital use cases into practical technical solutions.
- Present technical recommendations to architects, IT leaders, platform owners, and business stakeholders.
- Develop trusted-advisor relationships with customer technical teams.
- Surface and communicate technical risks, dependencies, and scope concerns.
- Develop reusable assets, reference architectures, implementation patterns, and best practices.
- Mentor consultants and senior consultants.
- Support presales efforts for complex Digital and AI opportunities.
- Contribute to internal enablement and knowledge-sharing initiatives.
Requirements
- Bring at least 7 years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, including substantial Digital, AI, conversational AI, or CX platform work.
- Demonstrate hands-on experience with Genesys Cloud or a comparable CCaaS or CPaaS platform, especially digital channels, routing, Architect, and developer APIs.
- Show experience designing and implementing digital customer experiences through Web Messaging, SMS, Email, digital routing, or comparable messaging channels.
- Have designed and deployed AI solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bots, or workflow automation.
- Understand enterprise integration technologies, including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud integration patterns.
- Understand cloud architecture patterns across AWS, Azure, or GCP.
- Have led architecture and technical design sessions, created technical documentation, and presented recommendations to senior technical and non-technical stakeholders.
- Be able to independently troubleshoot complex technical issues and coordinate across Product, Engineering, Care, project teams, and customer technical organizations.
- Communicate clearly with customers, translating complex technical concepts for business audiences and business needs into technical designs.
- Work effectively in a global, matrixed Professional Services environment while balancing scope, quality, customer relationships, and competing priorities.
- Be familiar with responsible AI, data governance, and security-by-design practices in enterprise settings.
- Genesys Cloud certifications and experience with Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are advantageous.
Benefits
- Medical, dental, and vision insurance
- Telehealth coverage
- Flexible schedules and work-from-home opportunities
- Professional development and career growth opportunities
- Open Time Off plus 10 paid holidays
- 401(k) matching
- Adoption assistance
- Fertility treatment coverage
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
- Mentorship, learning programs, leadership development, and education support