Lead AI Solutions Architect, Customer Success

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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Primary Mission

Design and lead the implementation of AI-powered customer experience solutions that achieve business outcomes while ensuring technical excellence scalability security and operational readiness.

Key Responsibilities

Solution Architecture

• Define end-to-end AI solution architectures for customer programs.

• Design integrations between Genesys Cloud AI services enterprise applications data platforms and third-party technologies.

• Establish architectural standards for scalability resilience security and maintainability.

• Review and approve technical designs produced by project teams.

Technical Leadership

• Serve as the technical authority for assigned customer engagements.

• Guide consultants and implementation teams through complex technical challenges.

• Lead architecture workshops and technical design sessions with customers.

• Provide governance throughout delivery to ensure alignment with the approved architecture.

AI & Data Design

• Design AI use cases including virtual agents agent copilots knowledge systems workflow automation and analytics solutions.

• Define data requirements integration patterns and AI governance considerations.

• Ensure responsible AI practices are incorporated into solution designs.

Customer Engagement

• Advise customer technical stakeholders on architecture decisions and trade-offs.

• Present technical recommendations to enterprise architects IT leaders and platform owners.

• Build trusted-advisor relationships with customer technical teams.

Practice Contribution

• Contribute reusable assets reference architectures and best practices.

• Mentor consultants and senior consultants.

• Support presales activities for complex technical opportunities.

Typical Scope

• Large customer implementation

• Single strategic program

• Technical lead for a major deployment

• Influences project and account-level decisions

Qualifications:

• 7 years of experience in solution architecture technical consulting or enterprise software delivery with at least 3 years focused on AI or conversational / CX platforms.

• Hands-on familiarity with Genesys Cloud or comparable CCaaS / CPaaS platforms including routing digital channels and developer APIs.

• Proven track record designing and deploying AI-powered solutions virtual agents LLM-based copilots knowledge management systems or predictive analytics in production environments.

• Solid understanding of cloud architecture patterns (AWS GCP or Azure) and integration technologies such as REST/GraphQL APIs event streaming and identity/security protocols.

• Experience leading architecture design sessions producing technical documentation and presenting to senior technical and non-technical stakeholders.

• Comfort operating in a global matrixed professional services environment managing scope quality and customer relationships simultaneously.

• Strong communication skills: able to translate complex technical concepts for business audiences and business requirements into precise architectural decisions.

• Familiarity with responsible AI principles data governance and security-by-design practices in enterprise contexts.

• Industry experience in telecommunications financial services or airlines is a plus.

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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 were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

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 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.

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 .

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This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay 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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.