Senior AI 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.

The Genesys AI Architect is a senior presales AI specialist who operates across three core motions:

* Driving strategic AI opportunities with customers and sales teams

* Scaling the field through reusable assets, technical enablement, and coaching

* Shaping product and go-to-market direction through real-world customer and field feedback

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

Key Responsibilities:

* Design end-to-end AI systems for customer experience use cases. Architect reliable, production-ready AI solutions that go beyond prompt design, combining 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 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. Define how success is measured for AI-driven experiences, including accuracy, containment, customer satisfaction, and business impact. Create test sets, evaluation methodologies, and feedback loops to continuously improve performance. Translate technical quality metrics into business-relevant outcomes to support 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, interaction history, and external signals. 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. Evaluate and optimize AI solutions for real-world constraints, including response time (especially for voice), throughput, and cost e informed tradeoffs across model selection, caching strategies, and architecture patterns to deliver performant and economically viable solutions. Ensure designs meet enterprise expectations for reliability and responsiveness.

* 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, and to highlight the differentiated value of Genesys AI.

* Partner with account teams and Professional Services to transition successful prototypes into production pilots supporting technical handoff, hardening, KPI alignment, and business outcome validation.

* Leverage expert-level knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.

* 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.

Requirements:

* AI Architecture & Technical Judgment:
Hands-on experience designing modern AI solutions for customer experience orchestration and contact…