Experience Acceleration Sr. Architect

Genesys; Kentucky; On-site; USD 117,000 - 206,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

Development and career growth

Open Time Off + 10 paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys seeks an Experience Acceleration Sr. Architect to lead hands-on development and technical architecture for AI-driven customer experiences. You will design, build, and operate AI-powered agent interactions, automation, and integrations using Genesys Cloud, APIs, and modern frameworks.

You will translate business needs into concrete technical designs, collaborate across product, engineering, and sales, and ensure solutions are secure, scalable, and reusable across use cases.

Qualifications

• Hands-on application development with modern frameworks and APIs.
• Experience designing and delivering AI-powered customer experiences.
• Ability to own technical work from requirements through deployment and documentation.

Responsibilities

• Own technical solutions from problem definition through deployment and iteration.
• Design, build, test, and iterate AI-powered experiences in Genesys Cloud.
• Build integrations and automation using APIs, SDKs, and extensibility features.
• Translate business problems into technical requirements and tradeoffs for stakeholders.

Skills

JavaScript/TypeScript

Python

REST APIs

OAuth

AI-assisted development

LLMs

Solution design

Cloud architectures

Tools

Genesys Cloud

APIs

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.

Experience Acceleration Sr. Architect

This role is for a hands-on builder and technical architect who combines CX expertise, application development, and AI-first engineering practices to turn complex ideas into working solutions quickly. You should be comfortable independently designing and building applications, integrations, AI-powered experiences, and automation using Genesys Cloud, modern development frameworks, APIs, SDKs, and AI-assisted development environments. Creativity, technical judgment, and the ability to move from concept to scalable working solution with pace and urgency are critical for success.

What You Will Be Doing

• Own technical solutions from problem definition and architecture through development, testing, deployment, documentation, and iteration.
• Design, build, test, and iterate on AI and Agentic Virtual Agent experiences in Genesys Cloud that demonstrate the value of experience orchestration, automation, and AI-powered customer engagement.
• Build applications, integrations, prototypes, and automation using Genesys Cloud APIs, SDKs, extensibility capabilities, and modern development frameworks to solve practical customer and go-to-market use cases.
• Design AI-powered solutions using LLMs, tool and function calling, structured outputs, grounding patterns, orchestration, guardrails, and evaluation approaches.
• Create reusable components, integration patterns, frameworks, and reference architectures that reduce duplicate development and accelerate future builds.
• Use AI-first development practices and AI-assisted development environments across solution design, code generation, refactoring, debugging, testing, and documentation.
• Translate business and customer problems into technical requirements, solution designs, working software, and clear technical tradeoffs for technical and non-technical stakeholders.

What You Need to Be Successful

• Strong hands-on application development experience using JavaScript/TypeScript, Python, or equivalent, with the ability to design, build, debug, test, and maintain applications, integrations, APIs, automation, and prototypes.
• Experience with REST APIs, SDKs, authentication and OAuth, JSON, webhooks, Git/version control, API design, and common cloud and application development patterns.
• Ability to independently own technical work from requirements and architecture through implementation, validation, deployment, and documentation.
• Experience designing reusable application components, integration patterns, technical frameworks, or architectures that can scale across multiple use cases.
• Demonstrated experience using AI-assisted development environments and coding agents across solution design, code generation, refactoring, debugging, testing, documentation, and iterative development.
• Experience designing or building AI-powered applications using LLMs, conversational AI, virtual agents, agentic workflows, tool calling, automation, or similar AI capabilities.
• Ability to evaluate AI-generated code and AI-powered solutions for correctness, security, maintainability, reliability, and intended business outcomes.
• Ability to translate technical concepts, architecture decisions, and working solutions into clear business value for sales teams, solution consultants, customers, partners, and leadership.
• Ability to operate independently in a creative, fast-moving environment while collaborating across product, engineering, sales, solution consulting, and enablement.
• Professional proficiency in English is required.

Preferred Qualifications

• Experience deploying Agentic Virtual Agents, conversational AI, Generative AI, Agent Assist, knowledge automation, or orchestration solutions in production or customer-facing environments.
• Understanding of contact center operations, customer experience strategy, workforce engagement, digital engagement, routing, analytics, or CRM integrations.
• Experience with cloud infrastructure and deployment patterns, including AWS or comparable cloud platforms.

Success in This Role Looks Like

• Genesys has stronger, scalable AI and Agentic Virtual Agent experiences that help teams demonstrate and deliver value faster.
• Successful solutions become reusable components, reference implementations, or technical patterns that accelerate future development across the organization.
• Uses AI-assisted development and agentic workflows to accelerate the path from idea to scalable working solution while applying strong technical judgment, validation, security, and quality standards.

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.

$117,100.00 - $205,900.00

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

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
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
• 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
• 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.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases
• After interviews are complete, our team will follow up with the final steps

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

We are an equal opportunity employer committed to fairness in the workplace

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.