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.

AI Solutions Architect, Remote Working Opportunity, US-Based

At Genesys, we empower businesses to orchestrate exceptional customer experiences through cutting-edge AI and cloud technology. Join our team and play a pivotal role in delivering AI-driven solutions that transform contact center operations and customer engagement.

Job Summary

We are looking for a hands-on AI Solutions Architect with deep expertise in CCaaS solutions and AI-driven technologies. This role is responsible for both designing and delivering AI-powered solutions, ensuring customers realize the full potential of AI within the Genesys Cloud CX platform.

You will work closely with customers, partners, and internal teams to scope, define, and implement AI solutions that enhance customer experience, drive operational efficiency, and provide measurable business impact. Success in this role requires strong technical leadership, solution delivery expertise, and the ability to bridge strategic vision with hands-on execution.

Key Responsibilities

• Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency.

• Design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing into CCaaS environments.

• Lead customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure.

• Develop proof-of-concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs.

• Drive AI deployment projects by working cross-functionally with Professional Services, Engineering, and Product teams to ensure successful execution.

• Provide hands-on technical guidance for AI model integration, chatbot development, automation workflows, and analytics.

• Solve complex technical challenges and optimize AI models post-implementation to enhance accuracy, efficiency, and business impact.

• Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.

• Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.

• Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects.

• Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs.

Requirements:

• 6+ years of experience in the Contact Center industry, with hands-on experience designing and deploying AI-powered CCaaS solutions.

• 3+ years in a solutions engineering, technical services, or customer-facing technical role, with proven experience in AI-driven transformation.

• Expertise in Conversational AI, Natural Language Processing (NLP), Machine Learning, and AI-driven analytics for customer engagement.

• Strong cloud-based architecture experience, with a focus on AWS, Azure, or Google Cloud.

• Proficiency in programming/scripting languages such as Java, Python, or Node.js for AI model deployment and system integrations.

• Proven ability to both sell and execute AI solutions—balancing strategic planning, technical leadership, and hands-on solution delivery.

• Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences.

• Willingness to travel as needed for customer engagements.

Preferred Qualifications:

• Experience with AWS AI services (Lex v2, Bedrock, Kendra, SageMaker).

• Relevant industry certifications (AWS Solutions Architect, Google Professional Cloud Architect, or equivalent).

• Deep knowledge of Genesys Cloud solutions and AI-powered contact center technologies.

#LI-REMOTE

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.  

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.