[Hiring] Principal, AI Strategy & Automation Architect @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. The Principal, AI Strategy & Automation Architect is a senior technical-strategic role responsible for designing and building the automation, data, and prototype capabilities that enable the NACS AI Strategy Team to scale its impact.

This role bridges AI strategy, technical architecture, data engineering, automation, and practical prototyping. The Architect will help transform outcome-led AI methodologies into reusable tools, accelerators, technical patterns, lightweight applications, data workflows, and decision-support assets that improve how internal teams shape, measure, and execute AI strategies.

This is not a Product, Sales, or traditional software delivery role. The Architect does not own product roadmap, quota, or production implementation delivery. Instead, this individual supports strategic enablement by building practical internal accelerators, proof-of-concept tools, data automation workflows, and technical advisory assets that help teams evaluate AI opportunities, assess readiness, understand feasibility, measure outcomes, and improve consistency across engagements.

The ideal candidate is a hands-on technical builder with strong business context — someone who can work with ambiguity, understand customer experience and AI strategy, and rapidly turn concepts into usable tools, prototypes, automations, and analytical assets.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Data Science, Information Systems, Analytics, Mathematics, or a related technical field, or equivalent practical experience.
• 10+ years of experience in technical architecture, solutions engineering, data engineering, automation, analytics engineering, AI solutions, SaaS platforms, customer experience technology, or related fields.
• Strong hands-on development experience with languages and tools such as Python, SQL, JavaScript, APIs, cloud services, automation platforms, BI tools, or related technologies.
• Experience building prototypes, internal tools, technical accelerators, dashboards, data workflows, scripts, or lightweight applications.
• Strong understanding of APIs, data integration, analytics data, automation patterns, and technical solution design.
• Ability to work with ambiguous business problems and convert them into practical technical approaches.
• Understanding of AI, automation, LLMs, analytics, data workflows, and customer experience technology.
• Ability to communicate technical concepts clearly to business, advisory, and executive audiences.
• Proven ability to partner across strategy, technical, advisory, and delivery teams.
• Strong judgment around when to prototype, when to automate, when to simplify, and when to recommend a more formal delivery path.

Requirements

• Experience with Genesys Cloud APIs, analytics, digital channels, routing, bots, conversational AI, knowledge, predictive engagement, predictive routing, agent assist, or workforce engagement capabilities.
• Experience in contact center, CCaaS, SaaS, customer experience, AI, automation, or digital transformation environments.
• Experience with cloud platforms, data pipelines, reporting systems, BI platforms, or analytics engineering.
• Experience using LLMs or AI-assisted development tools to build internal accelerators, decision-support tools, or workflow automations.
• Experience designing technical proof-of-concepts that support strategy, advisory, or transformation work.
• Experience with operational metrics such as containment, AHT, FCR, transfer rate, escalation rate, abandon rate, service level, agent utilization, digital conversion, self-service performance, and adoption metrics.
• Ability to create polished but practical tools that can be used by non-technical internal teams.

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.