Senior AI Architect

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 Senior AI Architect, Presales will shape how global enterprises apply AI to customer experience, designing architectures that turn advanced capabilities into reliable, scalable business outcomes. At Genesys, 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 senior 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. You will influence CIO and CTO stakeholders, connect architecture decisions to enterprise transformation priorities, and help customers create more relevant interactions, improve operational efficiency, and confidently adopt Genesys Cloud AI.

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.

Qualifications

• Extensive hands-on experience architecting modern AI solutions using the appropriate combination of traditional machine learning, NLU and NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic AI approaches
• 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 spanning offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control
• Practical experience with prompt design, context management, RAG, and AI workflow optimization as components of broader production-ready AI architectures
• Proven ability to create and deliver compelling technical demonstrations, prototypes, and presentations that connect complex architecture decisions to customer and business value
• Demonstrated success partnering with sales teams on technical discovery and AI-focused solution design, with strong business judgment in identifying opportunities to improve customer outcomes, operational efficiency, and enterprise processes
• Strong executive communication, storytelling, and presence, with demonstrated ability to influence CIO, CTO, and senior technical stakeholders

Requirements

• 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 across solution consulting, partner, sales engineering, or related field organizations
• Experience partnering with Product Management and Engineering to translate customer and field insights into product or platform improvements

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