Senior Partner AI Architect

Key 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.
• Translate technical quality metrics into business-relevant outcomes to support customer decision-making and adoption.
• Engineer contextual AI experiences that leverage real-time data and conversation state.
• Design for scalability, latency, and cost efficiency in enterprise environments.
• Support Partner Development Lab Co-created Configurations.
• Work with Genesys Strategic Technology partners and GSI partners to build, refine, and optimize their Genesys Cloud development lab environments.
• Lead and facilitate remote and in-person workshops to educate and empower Partners on the Genesys unique value proposition.
• Co-sell with partners and Genesys Account Teams in high-impact opportunities by leading technical discovery, solution design, demonstrations, workshops, and value articulation.
• Create and maintain structured knowledge-sharing models across partners and internal teams including demos, success stories, and reusable assets.
• Leverage expert-level knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Build integrations to third-party systems via RESTful APIs and emerging interoperability patterns such as MCP and A2A.
• Develop reusable technical assets and enable Solution Consultants, partners, and account teams through workshops, deep-dive demonstrations, 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.
• Support partners, Genesys account teams, and professional services to transition successful prototypes into production pilots supporting technical handoff, hardening, KPI alignment, and business outcome validation through hands-on configuration and building of the production pilots.

Requirements

• 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, prompt engineering best practices, tool use and agentic approaches.
• Able to make and defend architecture tradeoffs across latency, cost, explainability, governance, multilingual requirements, and business risk.
• Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems.
• 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.
• 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 partner organizations.
• Practical experience designing prompts, context strategies, and orchestration flows as part of a broader system architecture, rather than as a standalone discipline.
• Proven ability to create, deliver, and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.
• Demonstrated success partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.
• Ability to identify opportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.
• Proven ability to influence CIO/CTO decision-makers.
• Strong understanding of the Genesys Cloud platform and Genesys AI preferred.
• Hands-on experience working with AWS, Salesforce, ServiceNow, Meta, and/or Guidewire.
• Prior experience working with GSI’s is preferred.