[Hiring] Senior AI Solution Architect @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. The Genesys Senior AI Solution Architect is a senior presales AI specialist who operates across three core motions:

• Driving strategic AI opportunities with customers and sales teams
• Scaling the field through reusable assets, technical enablement, and coaching
• Shaping product and go-to-market direction through real-world customer and field feedback

This role requires a blend of deep AI technical acumen, exceptional sales, communication, and executive storytelling skills, and the ability to translate complex capabilities into clear, actionable business value.

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.
• Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data.
• 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.
• Establish AI evaluation frameworks and quality measurement strategies.
• Define how success is measured for AI-driven experiences, including accuracy, containment, customer satisfaction, and business impact.
• Create test sets, evaluation methodologies, and feedback loops to continuously improve performance.
• 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 how AI systems incorporate dynamic context such as customer data, interaction history, and external signals.
• Optimize context management and prompt structure to maximize relevance while managing token limits and response quality.
• Ensure AI interactions remain coherent, personalized, and aligned across channels and touchpoints.
• Design for scalability, latency, and cost efficiency in enterprise environments.
• Evaluate and optimize AI solutions for real-world constraints, including response time (especially for voice), throughput, and cost at scale.
• Make informed tradeoffs across model selection, caching strategies, and architecture patterns to deliver performant and economically viable solutions.
• Ensure designs meet enterprise expectations for reliability and responsiveness.
• Leverage expert-level knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Support pre-sales activities such as technical discovery, solution design, product demonstrations, sandbox/trial engagements, AI integration guidance, and value assessments.
• Design and deploy AI prototypes in sandbox and/or customer development environments to validate use cases, integrations, latency, and success criteria.
• Highlight the differentiated value of Genesys AI.
• Partner with account teams and Professional Services to transition successful prototypes into production pilots supporting technical handoff, hardening, KPI alignment, and business outcome validation.
• Build integrations to third-party systems via RESTful APIs and emerging interoperability patterns such as MCP and A2A showcasing the art of the possible with Genesys Cloud AI solutions.
• 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.

Qualifications

• Hands-on experience designing modern AI solutions for customer experience orchestration and contact center use cases.
• Ability 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.
• Able to design for real-world constraints including voice latency, fallback paths, throughput, reliability, and secure data access.
• Ability to define AI evaluation strategies, success metrics, and monitoring approaches.
• Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders.
• Practical experience designing prompts, context strategies, and orchestration flows as part of a broader system architecture.
• Proven ability to create, deliver, and adapt compelling technical demonstrations and presentations.
• 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.
• Proven ability to influence CIO/CTO decision-makers.
• Strong understanding of the Genesys Cloud platform and Genesys AI preferred.
• Foundational understanding of programming concepts (Python preferred).
• Fluency in English and Polish languages.
• French or German language fluency as a plus.

Benefits

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.