CCaaS AI and Custom 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.

Position Description

CCaaS AI and Custom Solutions Architect

Location: US (Virtual Office)

Position Description:

We are seeking a highly skilled and accomplished Senior CCaaS (Contact Center as a Service) pre-sales Solutions Architect with deep expertise in AI and a proven track record of designing cutting edge CCaaS solutions on the Genesys Cloud CX platform. This role is a key part of our Customer Success and Professional Services team, supporting our clients in realizing Genesys' Experience as a Service vision.

In this role, you will be responsible for architecting innovative, scalable, and reliable CCaaS solutions that leverage the Genesys Cloud CX Platform, integrated with advanced AI capabilities to meet specific customer needs to drive Services Sales. This position requires hands-on experience with custom development, pre-sales engagement, and technical leadership to design and deliver highly customized, customer-centric solutions.

You will be joining a collaborative team of like-minded people who thrive on technical problem solving and relish design and implementation challenges. The role will require you to lead/contribute with broad technical understanding with strong spoken and visual presentation skill, create/deliver highly customized demonstrations, and position our delivery services for customers and prospects. This individual should be seen as the expert in the room.

If you are passionate about solving complex technical challenges, leading customer-centric solutions, and working in a collaborative environment where your expertise is highly valued, we encourage you to apply.

Key Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

• Solution Architecture and Design: Architect, design, and deliver tailored CCaaS solutions on the Genesys Cloud platform, incorporating AI capabilities, custom integrations to voice and digital communications, analytics, user experience, data transformation, automation, system administration and compliance technologies as appropriate to meet complex customer requirements.

• Technical Leadership in Presales: Lead presales activities by providing in-depth expertise in Genesys Cloud CX and demonstrating a clear understanding of customer needs to position our solution offerings effectively.  Lead technical, business, and architectural discussions with customers, account teams, Services Engagement Directors, and Professional Services Delivery leads. 

• Client Engagement & Consultation: Engage with customers as the technical expert, guiding them on best practices and custom solution options to maximize their experience and platform benefits. Prepare and deliver compelling presentations and demonstrations of Genesys Cloud solutions, showcasing your deep technical knowledge and customer-focused design.

• Solution Implementation: Upon deal closure, provide technical overview and knowledge transfer of the proposed solutions to the delivery teams ensuring alignment and consistency between presales cycle and implementation.

• Collaboration: Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals. Engage with Product Management to influence product direction.

• Innovation and Research: Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI, and contribute to ongoing innovation initiatives. Continuously drive innovation through the development of CX Cloud blueprints and accelerators.

• Continuous Learning & Thought Leadership: Stay current with CCaaS trends, AI advancements, and emerging technologies to ensure innovative and cutting-edge solution offerings.

• Documentation and Communication: Prepare and maintain architectural documentation, diagrams, and technical specifications. Effectively communicate complex technical concepts to both technical and non-technical stakeholders. Provide training and mentoring to broader Professional Services organization.

Requirements:

• Experience: Minimum 12+ years of experience in contact center technologies, with a strong background in CCaaS platforms and custom solution development in a services/pre-sales position.

• Technical Skills: Expertise in Genesys Cloud CX, AI technologies, APIs, and custom solution architecture. Hands-on experience with integrations, scripting, and cloud-native solutions.

• Communication & Presentation Skills: Exceptional spoken and visual presentation skills; able to convey complex technical concepts to a range of audiences, including non-technical stakeholders. Experienced performing demos across CCaaS platform various functional areas

• Customer Focus: Demonstrated ability to work with customers directly, translating business needs into technical solutions with a customer-centric mindset.

• Team Collaboration: Proven experience collaborating within cross-functional teams and guiding technical discussions to drive solution success.

• Travel: Willingness to travel for customer meetings as required.

Preferred Qualifications:

• Experience with AWS AI services such as Lex v2, Bedrock, Kendra, and SageMaker or Cloud AI equivalents.

• Advanced degree in Computer Science, Engineering, or related field.

• Experience in a Professional Services or consulting environment.

• Certifications in AI, Cloud Architecture, or related areas

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.