AI-Powered Contact Center Solutions Architect
Virtual Office (Illinois)
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
Location: This is a US-based and work from home opportunity. The job is not limited to the locations advertised.
Genesys is seeking a highly skilled and experienced Contact Center Solutions Architect with institutional knowledge of AI services and capabilities to join our dynamic team. As a key member of our Professional Services group, you will lead the strategic solutioning efforts within our AI ecosystem, providing broad and deep expertise in technology to enable our customers to deliver on our Experience as a Service vision. In this role, you will design cutting-edge CCaaS solutions using the Genesys Cloud CX Platform integrated with advanced AI capabilities. You will collaborate closely with cross-functional teams to deliver scalable, reliable, and innovative solutions that meet the evolving needs of our organization and our customers.
The role requires broad technical understanding, strong spoken and visual presentation skills, and the ability to create and deliver highly customized demonstrations. You will position our delivery services for customers and prospects, becoming the expert in the room.
Key Responsibilities:
Technical Leadership:
Act as the subject matter expert on Genesys solutions, leading technical, business, and architectural discussions with customers, account teams, and Professional Services Delivery leads.
Architecture Design:
Design and develop comprehensive architecture for CCaaS solutions incorporating AI technologies such as Conversational AI, machine learning, chatbots, Agent Assist, Co-Pilots, Knowledge surfacing, and other AI technologies from the Genesys product portfolio.
Solution Implementation:
Provide technical oversight throughout the entire implementation project lifecycle, ensuring alignment with architectural standards and best practices once deals are closed.
Innovation and Research:
Stay abreast of …
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Adoption Assistance Collaboration Commission or performance-based bonus Competitive salary Dental Development and career growth opportunities Empathy Fertility treatments Flexible work schedules Flexible work schedules and work from home opportunities Great benefits Great benefits and perks Great benefits and perks like larger tech companies Growth Opportunities Impact Independence Independence to make a larger impact Independence to make a larger impact on the company Market-competitive salary Medical Medical, dental, and vision insurance Open Time Off Open Time Off in addition to 10 paid holidays Ownership Ownership of work Perks Telehealth coverage Vision Vision Insurance Work From Home Work from home opportunities
Tasks- Architecture design
- Collaborate with stakeholders
- Collaboration
- Delivery
- Documentation
- Drive innovation
- Lead technical discussions
- Provide technical oversight
- Solution Implementation
- Stay Abreast of Industry Trends
- Stay updated on industry trends
- Technical Leadership
AI AI capabilities AI-powered experience orchestration AI technologies Analytics Architecture design AWS Azure CCaaS Chatbots Cloud Cloud Technologies Collaboration Communication Contact center Conversational AI Customer Experience CX Documentation Genesys Cloud Genesys solutions Google Google Cloud Innovation Java Leadership Machine Learning Marketing Mentoring Organization Presentation Product Management Python Sales Solution Implementation Technical Leadership Technical Services Technical Solutions Technology Training
Experience8 years
EducationBusiness Engineering Management Marketing
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9