Senior AI Partner Architect

Overview

Genesys empowers organizations to improve loyalty and business outcomes by delivering empathetic, personalized experiences ough Genesys Cloud, the AI-powered Experience Orchestration platform, we help drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ over 6,000 people worldwide and offer benefits and a culture that values ownership and impact.

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 differentiated Genesys AI experience.
• Scaling the partner ecosystem through creation of reusable assets, reference architectures, pre-sales enablement for partners, and coaching to demonstrate value of solutions with Genesys Cloud CX and Genesys AI.
• Ensuring partners understand the Genesys AI business and technical value proposition and can independently generate pipeline, articulate value, and deliver AI-led outcomes through structured 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, defining how AI interacts across the full journey (self-service, agent copilot, journey management, back-office automation) with fallback strategies, human handoff, and failure handling.
• Optimize retrieval-augmented generation (RAG) and knowledge architectures to ground AI responses in enterprise data. Design scalable knowledge and retrieval strategies and collaborate with customers to align AI outputs with trusted 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 and evaluation methodologies, and translate technical quality metrics into business outcomes.
• Engineer contextual AI experiences using real-time data and conversation state. Manage context, optimize prompts, and ensure coherence and personalization across channels while controlling token usage and response quality.
• Design for scalability, latency and cost efficiency in enterprise environments. Evaluate model choices, caching, and architecture patterns to deliver reliable and performant solutions at scale.
• Support Partner Development Lab Co-created Configurations with Genesys strategic partners and GSI partners to build and refine AI-focused development labs, and lead workshops to educate partners and drive adoption.
• Provide technical escalation and advanced troubleshooting for complex integration issues encountered during partner Pre-Sales cycles.
• Mentor Genesys Partner’s Solution Consultant teams and act as a technical escalation point for complex issues.
• Assist with Technical Field Readiness, building assets, shared demos, videos, and RFx support across partners and internal teams.
• Support Strategic Pre-Sales engagements by leading technical discovery, solution design, demonstrations, workshops, and value articulation.
• Establish best-practice knowledge-sharing frameworks across partners and internal teams, including demos, success stories, and reusable assets.
• Leverage expert-level knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Design and deploy AI prototypes in sandbox or partner/customer environments to validate use cases and highlight the differentiated value of Genesys AI.
• Support partners, account teams and services in transitioning prototypes into production pilots with hands-on configuration and KPI alignment.
• Build integrations to third-party systems via RESTful APIs and interoperability patterns, showcasing the potential of Genesys Cloud AI solutions.
• Develop reusable technical assets and enable Solution Consultants, partners and account teams through workshops and demonstrations.
• Provide technical feedback to Product Management and Engineering on AI design and customer-driven enhancements.
• Support partners in influencing CIO/CTO-level stakeholders and position Genesys as integral to broader IT and transformation strategies.

• AI Architecture & Technical Judgment:
  Hands-on experience designing AI solutions for customer experience orchestration and contact center use cases, balancing latency, cost, explainability, governance, multilingual requirements and business risk.
• Enterprise Integration & Real-Time Design:
  Experience integrating AI with enterprise platforms, RESTful APIs, event-driven architectures, identity…