Senior AI Architect

Genesys AI Architect

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Genesys AI 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.

Principal responsibilities include:

• Design end-to-end AI systems for customer experience use cases
• Optimize retrieval-augmented generation and knowledge architectures
• Establish 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
• 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
• 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

Requirements include:

• AI Architecture & Technical Judgment
• Enterprise Integration & Real-Time Design
• Evaluation, Governance & Observability
• Executive Communication & Field Enablement
• Prompt Design & AI Workflow Optimization
• Technical Demonstration Prowess
• Sales Acumen
• Business Value Orientation
• Executive Presence
• Strong understanding of the Genesys Cloud platform and Genesys AI preferred