Principal Agentic AI Solutions Architect

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. Role Overview: Enterprise organizations are rapidly moving from isolated AI experimentation to scalable, production-grade transformation, and this role is central to making that shift successful. As an Agentic AI Architect, you will bridge customer ambition with execution by designing and delivering AI-powered customer experience solutions that drive measurable business outcomes. At Genesys, we are advancing customer experience through empathy and AI innovation, enabling organizations to create more connected, human interactions at scale. You will own the end-to-end orchestration of Agentic AI solutions across Genesys Cloud, partnering with senior customer stakeholders to align AI initiatives with KPIs such as containment, customer satisfaction, and cost efficiency. This role combines deep technical expertise with strategic influence, positioning you to shape architecture decisions, guide enterprise adoption, and accelerate time to value. Working across complex ecosystems that include CRM, ERP, and third-party platforms, you will lead the transition from proof of concept to scalable deployment while ensuring governance, security, and long-term sustainability. You will also play a key role in advancing customer AI maturity, helping organizations build internal capability and continuously evolve their AI strategy. Key Responsibilities: Lead end-to-end discovery, design, and delivery of Agentic AI solutions that improve customer experience and business performance Translate customer KPIs into scalable AI use cases and architectures that increase automation, reduce friction, and improve service outcomes Design integration patterns and data flows that enable seamless orchestration across Genesys Cloud, enterprise systems, and third-party platforms Drive alignment between business and technical stakeholders to prioritize high-impact AI initiatives and accelerate adoption Deliver rapid prototypes, POCs, and MVPs using Genesys Cloud AI Studio, virtual agents, and copilots, ensuring a clear path to production scalability Optimize AI solutions post-deployment through continuous iteration, improving accuracy, performance, and measurable business impact Influence enterprise AI strategy by advising on architecture, platform capabilities, and long-term transformation roadmaps Champion responsible AI practices, ensuring solutions meet U.S. regulatory and security standards such as HIPAA and PCI where applicable Required Qualifications: 8+ years of experience implementing or consulting on CX, CRM, or AI-driven platforms in enterprise environments Strong hands-on experience with cloud platforms such as AWS, Azure, or GCP Proven expertise in APIs, data pipelines, and integration patterns including REST, JSON, and event-driven architecture Demonstrated ability to translate complex business requirements into scalable technical solutions Experience with conversational AI, NLP, or AI-powered customer experience platforms Strong stakeholder management skills, including executive-level communication and influence Ability to operate independently in fast-paced, ambiguous environments Solid understanding of data governance, security, and compliance frameworks Preferred Qualifications: Experience with Genesys Cloud or comparable contact center platforms Familiarity with LLM-based solutions, agent-assist technologies, or AI orchestration frameworks Experience with customer journey mapping and omnichannel experience design Background supporting digital transformation initiatives at enterprise scale Industry experience in Financial Services, Healthcare, Insurance, Retail, or Public Sector 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. $134,300.00 - $236,100.00 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 Click here to view a summary overview of our Benefits. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. 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. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at View email address on click.appcast.io. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions. Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities. Sign up here. If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.