Lead AI Solutions Architect

Join Genesys, a global leader in customer experience solutions, and be part of a passionate team that empowers organizations to enhance customer loyalty and business outcomes through tailored AI-driven experiences. With Genesys Cloud, our cutting‑edge AI-designed Experience Orchestration platform, you will help businesses thrive by providing empathetic and personalized customer and employee experiences.

We are seeking a skilled AI Solutions Architect who possesses comprehensive expertise in Contact Center as a Service (CCaaS) solutions and AI technologies. In this dynamic role, you will take charge of designing and delivering innovative AI solutions that unlock the full potential of the Genesys Cloud CX platform
.

You will collaborate closely with customers, partners, and internal teams to analyze and define AI solutions aimed at enhancing customer experience, improving operational productivity, and achieving tangible business results. Success in this position demands robust technical leadership
, strong solution delivery skills
, and an aptitude for merging strategic vision with practical execution
.

• Engage with customers to explore and understand their business challenges, designing AI-driven solutions that enhance customer interactions and agent efficiency.

• Architect and implement AI-powered contact center solutions by integrating advanced technologies like Conversational AI
  , Agent Assist
  , and AI-driven knowledge surfacing within CCaaS frameworks.

• Guide customer projects from initial technical exploration through full implementation and optimization
  , ensuring seamless integration with their existing systems.

• Create proof‑of‑concept (PoC) demos, prototypes, and tailored AI solution blueprints that address specific customer requirements.

• Lead AI deployment initiatives by collaborating cross‑functionally with Professional Services
  , Engineering
  , and Product teams to guarantee successful project execution.

• Offer hands‑on technical guidance in AI model integration
  , chatbot development
  , automation workflows, and data analytics.

• Tackle complex technical challenges and optimize AI models after deployment to boost accuracy, efficiency, and overall business impact.

• Work with internal teams to craft best practices, technical documentation, and training materials for effective AI adoption.

• Act as a trusted advisor, assisting customers in navigating their AI strategy, implementation, and ongoing enhancements.

• Stay abreast of AI advancements and contribute to Genesys' innovation roadmap by sharing insights gathered from on the ground project implementations.

• Influence AI product development by collaborating closely with Product Management, refining features based on customer feedback.

• Over 6 years of experience in the Contact Center field, specifically in designing and implementing AI-driven CCaaS solutions.

• At least 3 years in a solutions engineering, technical consulting, or customer-facing role with proven success in AI transformation initiatives.

• Deep knowledge in Conversational AI
  , Natural Language Processing (NLP),
  Machine Learning
  , and AI analytics geared towards customer engagement.

• Strong background in cloud‑based architecture
  , especially with platforms like AWS
  , Azure
  , or Google Cloud
  .

• Proficient in programming languages such as Java
  , Python
  , or Node.js for deploying AI models and integrating systems.

• Demonstrated ability to both sell and implement AI solutions, merging strategic thinking with practical execution.

• Outstanding verbal and written communication skills, with a knack for conveying complex AI topics to diverse audiences.

• Willingness to travel as necessary for customer engagements.

• Experience leveraging AWS AI services (such as Lex v2, Bedrock, Kendra, and Sage Maker).

• Relevant industry certifications, including AWS Solutions Architect or Google Professional Cloud Architect
  .

• Comprehensive familiarity with Genesys Cloud solutions and AI-enhanced contact center technologies.

This role offers a competitive salary, with an expected base compensation range of $ - $, influenced by experience, qualifications, skills, and location.…