Senior AI Solutions Architect for Customer Success

8339 Dubai - Genesys International B.V. Dubai Branch; Dubai; Hybrid; 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

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.