Principal Agentic 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 employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, 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.

This role is to support a newly launched Agentic AI Orchestration program. It blends deep technical execution with customer‑facing leadership and outcome ownership.

As an Agentic AI Orchestrator at Genesys, you will serve as the strategic and technical bridge between customer ambitions and successful AI transformation through empathy, collaboration, and innovation.

You will partner directly with strategic customers across the North America region to design, prototype, and continuously optimize Genesys AI solutions that drive measurable improvements in customer experience and business performance.

This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation.

• Embed directly with customer technical and business teams to solve high‑impact, complex problems using Genesys Cloud and AI capabilities
• Lead discovery, requirements analysis, technical design, integration, deployment, and optimization across channels, AI, data, and automation
• Assess value, effort, and feasibility to prioritize initiatives with the highest business impact and drive accelerated AI Delivery and adoption.
• Deliver continued value engineering to Genesys customers

• Translate customer KPIs into actionable AI use cases and solution opportunities.
• Define reference architectures, integration patterns, and data flows for AI‑powered experience orchestration.
• Lead process‑redesign workshops to create seamless, channel‑agnostic CX.
• Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).

• Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI product suites with a clear path to production scalability and sustained adoption.
• Advise on integrating Genesys AI components with customer CRM, ERP, and third‑party systems.
• Provide technical leadership across the extended delivery ecosystem by engaging targeted SMEs from Innovation teams, Solution Consulting, Professional Services, Product, and Support when required.

• Own post‑go‑live iteration, tuning, and expansion of AI solutions to ensure sustained value realization
• Evaluate solution performance against KPIs and refine designs based on data‑driven insights.
• Collaborate with Customer Success and Professional Services teams to transition production‑ready assets and roadmaps.
• Document best practices and reusable accelerators to optimize and strengthen future deployments.
• Drive AI adoption and expansion through proactive innovation rather than reactive delivery

• Champion responsible AI design principles and apply guardrails to ensure safe, ethical, and unbiased outcomes.
• Adhere to Genesys ethical standards and compliance frameworks.
• Act as trusted advisor and mentor customers to build long‑term AI maturity and self‑sufficiency.

• Degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands‑on experience in CX or AI solution delivery.
• At least eight (8) years of industry experience in consulting and implementing or supporting CX, CRM, or AI orchestration platforms.
• Demonstrated…