Principal AI Solution Architect

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

TheGenesys Principal AI Solution Architect isaseniorpresalesAIspecialist whooperatesacrossthreecoremotions:

• Drivingstrategic AI opportunitieswithcustomers andsalesteams
• 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 exceptionalsales communication and executive storytellingskills 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 workflowstoolsand orchestration layers. Define how AI interacts across the full journey (self-service agentcopilotjourney management andback-officeautomation) including fallback strategies human handoff and failure handling.
• Optimizeretrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions whererequired .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 thatleveragereal-time data and conversation state .Design how AI systems incorporate dynamiccontextsuch as customer data interaction history and external prompt structure to maximize relevance while managing token limits and response quality. Ensure AI interactionsremaincoherent personalized and aligned across channels and touchpoints.
• Design for scalability latency and cost efficiency in enterprise environments .Evaluate andoptimizeAI solutions for real-world constraints including response time (especially for voice) throughput and cost at scale. Make informed tradeoffs across model selection caching strategies and architecture patterns to deliverperformantand economicallyviablesolutions. Ensure designs meet enterprise expectations for reliability and responsiveness.
• Leverage expert-level knowledge of Genesys AI capabilities to articulate anddemonstrateproduct 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 deployAIprototypesin sandbox and/or customer development environments tovalidateuse cases integrations latency and success criteria and to highlight the differentiated value of Genesys AI.
• Partner with account teams andProfessional Servicesto transition successful prototypes into production pilots supporting technicalhandoffhardening KPI alignment and business outcome validation.
• Build integrations tothird-party systems via RESTful APIs and emerging interoperability patterns such as MCP and A2A showcasingthe art of the possiblewithGenesys Cloud AI solutions.
• 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 toProduct 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 organizations broader IT and transformation strategy.

Requirements:

• AI Architecture & Technical Judgment: Hands-on experiencedesigningmodern AI solutionsfor customer experienceorchestrationand contact center use casesusing the rightmix ofclassic ML NLU/NLPretrieval-based systemsLLMs orchestration patternstooluseand agenticapproaches. Ability to make and defend architecture tradeoffs across latency cost explainability governance multilingual requirements and business risk.
• Enterprise Integration & Real-Time Design: Expertiseintegrating AI solutions with enterprise platforms knowledge sourcesRESTfulAPIs event-driven architectures identity systems and broader cloud ecosystems. Able todesignforreal-world constraints including voice latency fallback paths throughput reliability and secure data access.
• Evaluation Governance & Observability: Ability to define AI evaluation strategies success metrics and monitoring approaches across offline and online testing retrieval quality tool-call accuracy safety drift auditability and cost control.
• Executive Communication & Field Enablement: Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders while also creating reusable assets workshops and enablement content that scale field capability across the SC organization.
• Prompt Design & AI Workflow Optimization : Practical experience designing prompts context strategies and orchestration flows as part of a broader system architecture rather than as a standalone discipline.
• Technical Demonstration Prowess: Provenability to create deliver and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.
• SalesAcumen :Demonstratedsuccess partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.
• BusinessValueOrientation: Ability toidentifyopportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.
• ExecutivePresence: Provenability to influence CIO/CTO decision-makers.
• Strong understanding of the Genesys Cloud platform and Genesys AI preferred.
• Foundational understanding of programming concepts (Python preferred).
• Fluency in English and Arabic languages.
• French language fluency as a plus.

#LI-MC1

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities .

Be the one building whats next - where AI experience and impact come together.

Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 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. To learn more visit .

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 .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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

Required Experience:

Staff IC

Employment Type : Full-Time
Experience: years
Vacancy: 1