AI & Innovation 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 6000 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.

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 and to 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 organizations broader IT and transformation strategy.

Requirements:

• AI Architecture & Technical Judgment: Hands-on experience designing modern AI solutions for customer experience orchestration and contact center use cases using the right mix of classic ML NLU/NLP retrieval-based systems LLMs orchestration patterns tool use and agentic approaches. Ability to make and defend architecture tradeoffs across latency cost explainability governance multilingual requirements and business risk.
• Enterprise Integration & Real-Time Design: 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.
• Evaluation Governance & Observability: Ability to define AI evaluation strategies success metrics and monitoring approaches across offline and online testing retrieval quality tool-call accuracy safety drift auditability and cost control.
• Executive Communication & Field Enablement: Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders while also creating reusable assets workshops and enablement content that scale field capability across the SC organization.
• Prompt Design & AI Workflow Optimization: Practical experience designing prompts context strategies and orchestration flows as part of a broader system architecture rather than as a standalone discipline.
• Technical Demonstration Prowess: Proven ability to create deliver and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.
• Sales Acumen: Demonstrated success partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.
• Business Value Orientation: Ability to identify opportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.
• Executive Presence: 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).

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 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.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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