Principal PS Consultant, AI Solutions 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 are looking for a hands‑on AI Solutions Architect with deep expertise in CCaaS solutions and AI‑driven technologies. This role is responsible for designing and delivering AI‑powered solutions, ensuring customers realize the full potential of AI within the Genesys Cloud CX platform.

• Engage with customers to understand business challenges and define AI‑driven solutions that improve customer engagement and agent efficiency.
• Design and architect AI‑powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co‑Pilot AI, and AI‑driven knowledge surfacing into CCaaS environments.
• Lead customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure.
• Develop proof‑of‑concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs.
• Drive AI deployment projects by working cross‑functionally with Professional Services, Engineering, and Product teams to ensure successful execution.
• Provide hands‑on technical guidance for AI model integration, chatbot development, automation workflows, and analytics.
• Solve complex technical challenges and optimize AI models post‑implementation to enhance accuracy, efficiency, and business impact.
• Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.
• Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.
• Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real‑world insights from implementation projects.
• Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs.

• 6+ years of experience in the Contact Center industry, with hands‑on experience designing and deploying AI‑powered CCaaS solutions.
• 3+ years in a solutions engineering, technical services, or customer‑facing technical role, with proven experience in AI‑driven transformation.
• Expertise in Conversational AI, Natural Language Processing (NLP), Machine Learning, and AI‑driven analytics for customer engagement.
• Strong cloud‑based architecture experience, with a focus on AWS, Azure, or Google Cloud.
• Proficiency in programming/scripting languages such as Java, Python, or Node.js for AI model deployment and system integrations.
• Proven ability to both sell and execute AI solutions—balancing strategic planning, technical leadership, and hands‑on solution delivery.
• Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences.
• Willingness to travel as needed for customer engagements.

• Experience with AWS AI services (Lex v2, Bedrock, Kendra, Sage Maker).
• Relevant industry certifications (AWS Solutions Architect, Google Professional Cloud Architect, or equivalent).
• Deep knowledge of Genesys Cloud solutions and AI‑powered contact center technologies.

This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance‑based bonus opportunities.

$ – $

• 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.

If you require a reasonable accommodation to complete any part of the application process, or are…