Senior AI Solutions Architect – Enterprise Orchestration

Genesys; New Brunswick; On-site; CAD 136,000 - 179,000; Full time

Benefits offered by this job

Health coverage

Paid time off

RRSP matching

Parental leave top‑up

Learning & mobility

Job summary

Genesys Canada NB is seeking a Principal AI Solutions Architect to translate ambitious AI initiatives into production‑ready solutions that improve customer experience and operational performance. You’ll engage with Canada‑based senior leaders, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic AI, and automation.

You will drive end‑to‑end technical journeys from discovery through deployment, partnering with cross‑functional teams to realize measurable outcomes and

Qualifications

• 8+ years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms.
• Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data‑driven solutions in complex customer environments.
• Strong hands‑on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or comparable technologies.
• Deep expertise in enterprise integration and data patterns, including REST APIs, event‑driven architecture, JSON, data pipelines, and LLM service integration.
• Experience with contact center platforms, conversational AI, NLP, agent‑assist technologies, CX analytics, or omnichannel experience orchestration.
• Strong understanding of LLM‑powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns.
• Working knowledge of data governance, security, privacy, and regulatory requirements relevant to enterprise AI and customer experience environments.
• Strong analytical and critical‑thinking skills, with demonstrated ability to connect technical architecture decisions to business outcomes and customer KPIs.
• Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross‑functional enterprise teams.
• Demonstrated ability to operate independently and exercise sound technical judgment in ambiguous, fast‑moving customer environments.

Responsibilities

• Own end‑to‑end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value.
• Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX.
• Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential, helping customers move from experimentation to production and sustained value realization.
• Design reference architectures, integration patterns, data flows, and governance approaches for AI‑powered experience orchestration across enterprise platforms.
• Lead process redesign and architecture workshops that improve customer journeys, streamline workflows, and create consistent experiences across digital and voice channels.
• Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities, with clear paths to production scalability and enterprise adoption.
• Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third‑party ecosystems using REST APIs, event‑driven architectures, JSON, and LLM services.
• Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps for sustained business impact.
• Influence technical direction across the broader delivery ecosystem by engaging specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams as needed.
• Champion responsible AI architecture by incorporating appropriate security, privacy, governance, safety, and compliance controls applicable to customer environments.
• Build customer AI maturity by serving as a trusted technical advisor, transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions with greater self‑sufficiency.

Skills

CX Architecture

Executive communication

Stakeholder engagement

Problem solving

Education

Bachelor's degree in Computer Science or related

Tools

Genesys Cloud

AWS

Azure

GCP

REST APIs

JSON

LLM services

Job description

Genesys Canada NB is seeking a Principal AI Solutions Architect to translate ambitious AI initiatives into production‑ready solutions that improve customer experience and operational performance. You’ll engage with Canada‑based senior leaders, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic AI, and automation.

You will drive end‑to‑end technical journeys from discovery through deployment, partnering with cross‑functional teams to realize measurable outcomes and