Sr. AI architect

Key Responsibilities

• Design end-to-end AI systems for customer experience use cases.
• Architect reliable, production-ready AI solutions that combine large language models, deterministic workflows, tools, and orchestration layers.
• Define how AI interacts across the full customer journey (self-service, agent copilot, journey management, 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, defining success metrics such as accuracy, containment, customer satisfaction, and business impact.
• Create test sets, evaluation methodologies, and feedback loops to continuously improve performance.
• Engine contextual AI experiences that leverage real‑time data and conversation state, incorporating dynamic context such as customer data and interaction history.
• 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, evaluating constraints such as response time, throughput, and cost at scale.
• 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.
• 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.
• 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 organization’s broader IT and transformation strategy.
• Interpret business value from technical solutions, translating architecture trade‑offs into clear, actionable business outcomes.

• Hands‑on experience designing modern AI solutions for customer experience orchestration and contact center use cases.
• Ability to make and defend architecture trade‑offs across latency, cost, explainability, governance, multilingual requirements, and business risk.
• Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event‑driven architectures, identity systems, and broader cloud ecosystems.
• Experience designing for real‑world constraints including voice latency, fallback paths, throughput, reliability, and secure data access.
• 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.
• Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders.
• Experience creating reusable assets, workshops, and enablement content that scale field capability across a savings‑centered organization.
• Practical experience designing prompts, context…