Lead AI Solutions Architect, Customer Success

8339 Dubai - Genesys International B.V. Dubai Branch; Dubai; On-site; AED 300,000 - 600,000; Full time

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Regionally tailored programs for staff

Job summary

Genesys is seeking a senior Solution Architect to design and lead the implementation of AI-powered customer experience solutions at enterprise scale. You will define end-to-end architectures, integrate Genesys Cloud with AI services and data platforms, and guide delivery teams through complex technical challenges.

You will lead architecture design sessions, partner with stakeholders, and ensure governance, security, and scalability.

Qualifications

• 7+ years of experience in solution architecture, technical consulting, or enterprise software delivery, with at least 3 years focused on AI or CX platforms.
• Hands-on familiarity with Genesys Cloud or comparable CCaaS/CPaaS platforms, including routing, digital channels, and developer APIs.
• Proven track record designing and deploying AI-powered solutions in production environments.
• Solid understanding of cloud architecture patterns and integration technologies like REST/GraphQL APIs and event streaming.
• Experience leading architecture design sessions and presenting to senior technical and non-technical stakeholders.
• Ability to manage scope, quality, and customer relationships in a global, matrixed services environment.
• Strong communication skills for translating complex technical concepts to business audiences.

Responsibilities

• Define end-to-end AI solution architectures for customer programs, integrating Genesys Cloud with AI services and data platforms.
• Serve as the technical authority, guiding consulting teams and leading architecture workshops with customers.
• Design AI use cases (virtual agents, copilots, knowledge systems, analytics) and establish data requirements and governance.
• Advise on architecture decisions, present recommendations to IT leaders and platform owners, build trust with customer teams.
• Contribute reusable assets, reference architectures, and best practices; support presales for complex opportunities.
• Lead large-scale deployments and influence project and account-level decisions.

Skills

Solution architecture

AI/ML expertise

Technical leadership

REST/GraphQL APIs

Cloud architecture

Stakeholder communication

Presales support

Genesys Cloud exposure

Tools

Genesys Cloud

CCaaS/CPaaS

AWS/GCP/Azure

Job description

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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Primary Mission: Design and lead the implementation of AI-powered customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness.

Key Responsibilities

Solution Architecture

Define end-to-end AI solution architectures for customer programs. Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies. Establish architectural standards for scalability, resilience, security, and maintainability. Review and approve technical designs produced by project teams.

Technical Leadership

Serve as the technical authority for assigned customer engagements. Guide consultants and implementation teams through complex technical challenges. Lead architecture workshops and technical design sessions with customers. Provide governance throughout delivery to ensure alignment with the approved architecture.

AI & Data Design

Design AI use cases including virtual agents, agent copilots, knowledge systems, workflow automation, and analytics solutions. Define data requirements, integration patterns, and AI governance considerations. Ensure responsible AI practices are incorporated into solution designs.

Customer Engagement

Advise customer technical stakeholders on architecture decisions and trade-offs. Present technical recommendations to enterprise architects, IT leaders, and platform owners. Build trusted‑advisor relationships with customer technical teams.

Practice Contribution

Contribute reusable assets, reference architectures, and best practices. Mentor consultants and senior consultants. Support presales activities for complex technical opportunities.

Typical Scope

• Large customer implementation
• Single strategic program
• Technical lead for a major deployment
• Influences project and account-level decisions

Qualifications

• 7+ years of experience in solution architecture, technical consulting, or enterprise software delivery, with at least 3 years focused on AI or conversational / CX platforms.
• Hands‑on familiarity with Genesys Cloud or comparable CCaaS / CPaaS platforms, including routing, digital channels, and developer APIs.
• Proven track record designing and deploying AI‑powered solutions — virtual agents, LLM‑based copilots, knowledge‑management systems, or predictive analytics — in production environments.
• Solid understanding of cloud architecture patterns (AWS, GCP, or Azure) and integration technologies such as REST/GraphQL APIs, event streaming, and identity/security protocols.
• Experience leading architecture design sessions, producing technical documentation, and presenting to senior technical and non‑technical stakeholders.
• Comfort operating in a global, matrixed professional services environment — managing scope, quality, and customer relationships simultaneously.
• Strong communication skills: able to translate complex technical concepts for business audiences and business requirements into precise architectural decisions.
• Familiarity with responsible AI principles, data governance, and security‑by‑design practices in enterprise contexts.
• Industry experience in telecommunications, financial services, or airlines is a plus.

Working at Genesys AI at enterprise scale – Build, support and operate AI‑powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

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.

• Paid volunteer time
• August Free Fridays
• Well‑being resources
• 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.

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.

Reasonable Accommodations

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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. To learn more, visit www.genesys.com.