Senior AI Architect (Presales)
About the role
The Genesys AI Architect role is designed for individuals who can drive strategic AI opportunities with customers and sales teams, scale the field through reusable assets, technical enablement, and coaching, and shape product and go-to-market direction through real-world customer and field feedback.
Responsibilities
Design end-to-end AI systems for customer experience use cases.
Architect reliable, production-ready AI solutions that go beyond prompt design, combining LLMs, deterministic workflows, tools, and orchestration layers.
Define how AI interacts across the full journey (self-service, agent copilot, journey management, and back-office automation), including fallback strategies, human handoff, and failure handling.
Optimize retrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions where required.
Develop approaches for content structuring, chunking, embedding, and ranking to ensure accuracy, relevance, and freshness.
Partner with customers to align AI outputs with trusted knowledge sources while balancing performance, latency, and governance requirements.
Create AI evaluation frameworks and quality measurement strategies.
Engineer contextual AI experiences that leverage real-time data and conversation state.
Design for scalability, latency, and cost efficiency in enterprise environments.
Leverage expert-level knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
Develop reusable technical assets and enable Solution Consultants, partners, and account teams through workshops, coaching, and scalable technical content.
Provide technical feedback and strategic insights to Product Management and Engineering on AI product design, implementation considerations, and customer-driven enhancements.
Influence CIO/CTO-level stakeholders and position Genesys as integral to an organization’s broader IT and transformation strategy.
Requirements
AI Architecture & Technical Judgment: Hands-on experience designing modern AI solutions for customer experience orchestration and contact center use cases using the right mix of classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use and agentic approaches. Ability to make and defend architecture tradeoffs across latency, cost, explainability, governance, multilingual requirements, and business risk.
Enterprise Integration & Real-Time Design: Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems. Able to design for real-world constraints including voice latency, fallback paths, throughput, reliability, and secure data access.
Evaluation, Governance & Observability: Ability to define AI evaluation strategies, success metrics, and monitoring approaches across offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.
Executive Communication & Field Enablement: Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders, while also creating reusable assets, workshops, and enablement content that scale field capability across the SC organization.
Prompt Design & AI Workflow Optimization: Practical experience designing prompts, context strategies, and orchestration flows as part of a broader system architecture, rather than as a standalone discipline.
Technical Demonstration Prowess: Proven ability to create, deliver, and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.
Sales Acumen: Demonstrated success partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.
Business Value Orientation: Ability to identify opportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.
Executive Presence: Proven ability to influence CIO/CTO decision-makers.
Strong understanding of the Genesys Cloud platform and Genesys AI preferred.