AI Architect

About the role

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.

Supporting strategic AI opportunities with customers and sales teams

Supporting strategic AI opportunities with customers and sales teams. Helping scale the field through reusable assets, technical enablement, and coaching. Sharing product and go-to-market feedback based on customer and field experience.

Design AI solutions for customer experience use cases

• Design AI solutions for customer experience use cases, including self-service, agent assistance, journey management, and back-office automation.
• Support solution designs that combine LLMs, deterministic workflows, tools, orchestration layers, fallback strategies, and human handoff patterns.
• Assist with approaches for content structure, chunking, retrieval, relevance, and freshness while balancing performance, latency, and governance considerations.
• Help define AI evaluation approaches and quality measurement strategies for customer-facing AI experiences.
• Support the creation of test sets, feedback loops, and success metrics tied to accuracy, containment, customer satisfaction, business impact, and adoption.
• Assist in designing contextual AI experiences that use real-time data, conversation state, customer information, interaction history, and external signals to create more relevant and personalized customer and employee experiences.
• Support solution design decisions related to scalability, latency, reliability, and cost efficiency in enterprise environments.
• Leverage strong working knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Design and deploy AI prototypes in sandbox and/or customer development environments to validate use cases, integrations, latency, success criteria, and differentiated Genesys AI value.
• Partner with account teams and Professional Services to help transition successful prototypes into production pilots, including technical handoff, solution hardening, KPI alignment, and business outcome validation.
• Partner with technical and business stakeholders to position Genesys AI as part of a customer’s broader customer experience, IT, and transformation strategy.

Technical Judgment

• Hands-on experience supporting or designing AI solutions for customer experience, contact center, automation, or enterprise workflow use cases.
• Familiarity with classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic approaches.
• Ability to evaluate architecture trade-offs across latency, cost, explainability, governance, multilingual needs, and business risk.

Agentic Coding & Automation Experience

• Practical experience using AI-assisted or agentic coding tools to build, test, debug, and iterate on solution prototypes, integrations, and automation workflows.
• Comfortable working with common programming languages such as Python, JavaScript, or similar, and able to apply coding skills to accelerate technical validation, API integrations, and proof-of-value development.

Prompt Design & AI Workflow Optimization

• Practical experience designing prompts, context strategies, and AI workflow patterns as part of broader solution design.

Integration & Real-Time Design

• Practical experience integrating AI or cloud solutions with enterprise platforms, knowledge sources, RESTful APIs, identity systems, event-driven architectures, or broader cloud ecosystems.
• Understanding of real-world constraints such as voice latency, fallback paths, throughput, reliability, and secure data access.

Evaluation, Governance & Observability

• Ability to support AI evaluation strategies, success metrics, and monitoring approaches across testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.

Communication & Field Enablement

• Strong ability to explain technical concepts in clear business terms for both technical and non-technical stakeholders.
• Comfortable creating reusable assets, workshops, and enablement content that help scale field capability.

Technical Demonstration Skills

• Ability to create, deliver, and adapt compelling technical demonstrations and presentations that explain AI capabilities, integration points, and business impact.

Sales Acumen

• Experience partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning that supports opportunity progression.

Business Value Orientation

• Ability to identify opportunities for process improvement and recommend AI-driven solutions that improve customer experience, operational efficiency, and measurable business outcomes.

Stakeholder Presence

• Ability to engage confidently with customer stakeholders, including technical leaders, business leaders, and executive audiences.

Strong understanding of Genesys Cloud and Genesys AI preferred.

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. $111,700.00 - $196,300.00

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

Working at Genesys

At Genesys, we empower more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.