[Hiring] AI Architect @Genesys

Role Description

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.

The AI Architect, Presales will shape how global enterprises apply AI to customer experience, designing architectures that turn advanced capabilities into reliable, scalable business outcomes. You will guide the technical direction of strategic AI opportunities, helping customers connect Genesys Cloud AI with enterprise data, workflows, knowledge, and broader cloud ecosystems.

Operating as a presales AI specialist, you will lead solution architecture across:

• Self-service
• Agent assistance
• Journey management
• Back-office automation

Working across LLMs, retrieval-augmented generation (RAG), deterministic workflows, tools, orchestration, enterprise integrations, and agentic AI, you will guide critical decisions involving:

• Accuracy
• Latency
• Scalability
• Cost
• Governance
• Security
• Business risk

You will partner directly with sales and account teams, customers, Professional Services, Product Management, and Engineering to move complex AI opportunities from technical discovery through validation and production pilots. Your impact will extend beyond individual customer engagements as you help expand AI expertise across the field and bring customer insight into broader product and go-to-market direction.

The role provides exposure to strategic enterprise initiatives, platform-level decisions, and emerging AI capabilities shaping the future of customer experience.

Key Responsibilities

• Architect production-ready AI systems for customer experience use cases that combine LLMs, deterministic workflows, tools, orchestration layers, human handoffs, fallback strategies, and failure handling.
• Design scalable RAG and enterprise knowledge architectures, including strategies for content structuring, chunking, embedding, ranking, and trusted knowledge integration.
• Establish AI evaluation and observability frameworks that connect accuracy, retrieval quality, tool-call performance, containment, customer satisfaction, safety, drift, cost, and other technical measures to customer and business outcomes.
• Engineer contextual AI experiences that use real-time customer data, interaction history, conversation state, and external signals.
• Optimize enterprise AI architectures for scalability, voice and digital latency, throughput, reliability, and cost.
• Drive strategic presales engagements through technical discovery, solution architecture, product demonstrations, sandbox and trial engagements, AI integration guidance, and value assessments.
• Develop and validate AI prototypes through production pilot readiness, partnering with account teams and Professional Services.
• Demonstrate the value of Genesys Cloud AI by connecting platform capabilities, architecture patterns, integrations, and emerging interoperability approaches to customer requirements.
• Scale field capability by developing reusable technical assets, workshops, coaching, and enablement for Solution Consultants, partners, and account teams.
• Influence AI product and go-to-market direction by translating customer requirements, implementation insights, and field feedback into actionable guidance for Product Management and Engineering.

Qualifications

• 5+ years of relevant experience designing and architecting enterprise AI solutions.
• Demonstrated architectural judgment and ability to make and defend tradeoffs across model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk.
• Deep expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems.
• Strong background designing real-time enterprise solutions that account for voice and digital latency, throughput, secure data access, reliability, fallback paths, failure handling, and system scalability.
• Demonstrated expertise defining AI evaluation, governance, and observability strategies.
• Practical experience with prompt design, context management, RAG, and AI workflow optimization.
• Proven ability to create and deliver compelling technical demonstrations, prototypes, and presentations.
• Demonstrated success partnering with sales teams on technical discovery and AI-focused solution design.
• Strong executive communication, storytelling, and presence.

Preferred Qualifications

• Strong understanding of Genesys Cloud and Genesys AI capabilities.
• Experience designing AI solutions for customer experience orchestration, contact centers, self-service, agent assistance, journey management, or back-office automation.
• Experience creating reusable technical assets and enablement that scale AI expertise.
• Experience partnering with Product Management and Engineering to translate customer and field insights into product or platform improvements.

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.

$134,900.00 - $237,300.00

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.