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INTRODUCTION

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.

ROLE AND RESPONSIBILITIES

The Genesys AI Architect is a presales AI specialist who supports customer-facing AI opportunities across three core motions:

• Supporting strategic AI opportunities with customers and sales teams
• Helping scale the field through reusable assets, technical enablement, and coaching
• Sharing product and go-to-market feedback based on customer and field experience

This role requires a strong foundation in AI, customer experience technology, sales communication, and solution design. The AI Architect helps translate complex AI capabilities into clear business value, supports technical discovery and demonstrations, and partners with internal teams to help customers validate and adopt Genesys AI solutions.

Key Responsibilities

• Design AI solutions for customer experience use cases, including self-service, agent assistance, journey management, and back-office automation. Support solution designs that combine LLMs, deterministic workflows, tools, orchestration layers, fallback strategies, and human handoff patterns.
• Support retrieval-augmented generation, knowledge, and content strategies that help ground AI responses in trusted enterprise data. Assist with approaches for content structure, chunking, retrieval, relevance, and freshness while balancing performance, latency, and governance considerations.
• Help define AI evaluation approaches and quality measurement strategies for customer-facing AI experiences. Support the creation of test sets, feedback loops, and success metrics tied to accuracy, containment, customer satisfaction, business impact, and adoption.
• Assist in designing contextual AI experiences that use real-time data, conversation state, customer information, interaction history, and external signals to create more relevant and personalized customer and employee experiences.
• Support solution design decisions related to scalability, latency, reliability, and cost efficiency in enterprise environments. Help evaluate trade-offs across model selection, caching, orchestration, architecture patterns, and production-readiness considerations.
• Leverage strong working knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Support presales activities including technical discovery, solution design, product demonstrations, sandbox and 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, success criteria, and differentiated Genesys AI value.
• Partner with account teams and Professional Services to help transition successful prototypes into production pilots, including technical handoff, solution hardening, KPI alignment, and business outcome validation.
• Build and support integrations to third-party systems via RESTful APIs and emerging interoperability patterns, showcasing what is possible with Genesys Cloud AI solutions.
• Develop reusable technical assets and help enable Solution Consultants, partners, and account teams through workshops, coaching, and scalable technical content.
• Provide field feedback and customer insights to Product Management and Engineering related to AI product design, implementation considerations, and customer-driven enhancements.
• Engage with technical and business stakeholders to position Genesys AI as part of a customer’s broader customer experience, IT, and transformation strategy.

BASIC QUALIFICATIONS

• AI Architecture & Technical Judgment: Hands-on experience supporting or designing AI solutions for customer experience, contact center, automation, or enterprise workflow use cases. Familiarity with classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic approaches. Ability to evaluate architecture trade-offs across latency, cost, explainability, governance, multilingual needs, and business risk.
• Agentic Coding & Automation Experience: Practical experience using AI-assisted or agentic coding tools to build, test, debug, and iterate on solution prototypes, integrations, and automation workflows. Comfortable working with common programming languages such as Python, JavaScript, or similar, and able to apply coding skills to accelerate technical validation, API integrations, and proof-of-value development.
• Prompt Design & AI Workflow Optimization: Practical experience designing prompts, context strategies, and AI workflow patterns as part of broader solution design.
• Integration & Real-Time Design: Practical experience integrating AI or cloud solutions with enterprise platforms, knowledge sources, RESTful APIs, identity systems, event-driven architectures, or broader cloud ecosystems. Understanding of real-world constraints such as voice latency, fallback paths, throughput, reliability, and secure data access.
• Evaluation, Governance & Observability: Ability to support AI evaluation strategies, success metrics, and monitoring approaches across testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.
• Communication & Field Enablement: Strong ability to explain technical concepts in clear business terms for both technical and non-technical stakeholders. Comfortable creating reusable assets, workshops, and enablement content that help scale field capability.
• Technical Demonstration Skills: Ability to create, deliver, and adapt compelling technical demonstrations and presentations that explain AI capabilities, integration points, and business impact.
• Sales Acumen: Experience partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning that supports opportunity progression.
• Business Value Orientation: Ability to identify opportunities for process improvement and recommend AI-driven solutions that improve customer experience, operational efficiency, and measurable business outcomes.
• Stakeholder Presence: Ability to engage confidently with customer stakeholders, including technical leaders, business leaders, and executive audiences.
• Strong understanding of Genesys Cloud and Genesys AI preferred.

COMPENSATION:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$111,700.00 - $196,300.00

BENEFITS:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

ABOUT GENESYS:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and teamwork across human and AI workforces.

REASONABLE ACCOMMODATIONS:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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LOCATION

New York, USA

California, USA

Texas, USA

Florida, USA

TIME TYPE

Full time

POSTED ON

Posted 4 Days Ago

JOB REQUISITION ID

JR111298

EEO STATEMENT

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.