Senior AI Partner Architect

Overview

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for 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 across the globe who embrace empathy and cultivate collaboration to succeed.

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 Partner AI Architect is a senior presales AI specialist who operates across four core motions:

• Driving strategic Genesys Cloud CX and Genesys AI opportunities with Genesys Strategic Technology Partners, Global Systems Integrators (GSI), and Genesys sales teams, showcasing the Genesys AI experience.
• Scaling the Genesys partner ecosystem through creation of reusable assets, reference architectures, Pre-Sales technical enablement for Genesys partners, and coaching. Build assets that leverage the strengths of Genesys and partners to demonstrate value with Genesys Cloud CX and Genesys AI capabilities.
• Ensuring that partners understand the Genesys AI value proposition and can independently generate pipeline, articulate value, and deliver AI-led outcomes through structured Pre-Sales enablement and repeatable frameworks.
• Shaping product and go-to-market direction through real-world partner and customer feedback.

This role requires a blend of deep AI technical acumen, exceptional sales and communication skills, and the ability to translate complex capabilities into clear, actionable business value.

• Design end-to-end AI systems for customer experience use cases. Architect reliable, production-ready AI solutions that combine 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 ground AI responses in enterprise data. Develop scalable content structuring, chunking, embedding, and ranking approaches to ensure accuracy, relevance, and freshness. Partner with customers to align AI outputs with trusted knowledge sources while balancing performance, latency, and governance.
• Establish AI evaluation frameworks and quality measurement strategies. Define success metrics for AI-driven experiences, create test sets, evaluation methodologies, and feedback loops to improve performance. Translate metrics into business-relevant outcomes for 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 and interaction history, optimize context management and prompt structure, and ensure coherence 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, throughput, and cost e tradeoffs across model selection, caching, and architecture patterns to deliver performant and economical solutions.
• Support Partner Development Lab co-created configurations: collaborate with Genesys Strategic Technology partners and GSI partners to build and refine AI-focused development labs and workshops that enable joint innovation and pipeline generation.
• Technical escalation: act as a technical escalation point for difficult integration issues during partner Pre-Sales cycles; provide advanced troubleshooting and solution development.
• Mentor Genesys Partner Solution Consultant teams and act as a technical escalation point for complex issues.
• Technical Field Readiness Assistance: work with partners and internal teams to build assets, shared demo environments, videos, and RFx support to assist with technical field readiness.
• Support strategic Pre-Sales engagements: co-sell with partners and account teams in high-impact opportunities by leading technical discovery, design, demonstrations, workshops, and value articulation.
• Establish best-practice frameworks: create and maintain structured knowledge-sharing across partners and internal teams with demos, success stories, and reusable assets.
• Leverage expert knowledge of Genesys AI capabilities to articulate product value to customers and prospects.
• Design and deploy AI prototypes in sandbox and partner/customer environments to validate use cases and highlight the differentiated value of Genesys AI.
• Support partners and teams in transitioning prototypes to production pilots, including technical handoff, KPI alignment, and business outcome validation.
• Build…