AI Architect

Overview

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 6,000 people worldwide who embrace empathy and cultivate collaboration to succeed. We offer great benefits and perks like larger tech companies, and our employees have the independence to make a larger impact on the company and take ownership of their work.

• Design AI solutions for customer experience use cases, including self‑service, agent assistance, journey management, and back‑office automation.
• Support solution designs that combine LLMs, deterministic workflows, tools, orchestration layers, fallback strategies, and human handoff patterns.
• Support retrieval‑augmented generation, knowledge, and content strategies that help ground AI responses in trusted enterprise data.
• Assist with approaches for content structure, chunking, retrieval, relevance, and freshness while balancing performance, latency, and governance considerations.
• Help define AI evaluation approaches and quality measurement strategies for customer‑facing AI experiences.
• Support the creation of test sets, feedback loops, and success metrics tied to accuracy, containment, customer satisfaction, business impact, and adoption.
• Assist in designing contextual AI experiences that use real‑time data, conversation state, customer information, interaction history, and external signals to create more relevant and personalized customer and employee experiences.
• Support solution design decisions related to scalability, latency, reliability, and cost efficiency in enterprise environments.
• Help evaluate trade‑offs across model selection, caching, orchestration, architecture patterns, and production‑readiness considerations.
• Leverage strong working knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Support presales activities including technical discovery, solution design, product demonstrations, sandbox and 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, success criteria, and differentiated Genesys AI value.
• Partner with account teams and Professional Services to help transition successful prototypes into production pilots, including technical handoff, solution hardening, KPI alignment, and business outcome validation.
• Build and support integrations to third‑party systems via RESTful APIs and emerging interoperability patterns, showcasing what is possible with Genesys Cloud AI solutions.
• Develop reusable technical assets and help enable Solution Consultants, partners, and account teams through workshops, coaching, and scalable technical content.
• Provide field feedback and customer insights to Product Management and Engineering related to AI product design, implementation considerations, and customer‑driven enhancements.
• Engage with technical and business stakeholders to position Genesys AI as part of a customer’s broader customer experience, IT, and transformation strategy.

• AI Architecture & Technical Judgment: Hands‑on experience supporting or designing AI solutions for customer experience, contact center, automation, or enterprise workflow use cases. Familiarity with classic ML, NLU/NLP, retrieval‑based systems, LLMs, orchestration patterns, tool use, and agentic approaches. Ability to evaluate architecture trade‑offs across latency, cost, explainability, governance, multilingual needs, and business risk.
• Agentic Coding & Automation
  
  Experience:
  
  Practical experience using AI‑assisted or agentic coding tools to build, test, debug, and iterate on solution prototypes, integrations, and automation workflows. Comfortable working with common programming languages such as Python, JavaScript, or…