Lead AI Solutions Architect, Customer Success

8100 United States - Genesys Cloud Services, Inc.; North Carolina; Remote; USD 111,000 - 194,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Telehealth coverage

Flexible work from home opportunities

Career development opportunities

Paid time off + holidays

Job summary

Genesys is seeking a Lead AI Solutions Architect based in North America to design and lead AI-powered digital customer experience solutions for enterprise programs. You will define end-to-end architectures across Genesys Cloud channels, AI services, and integrations, guiding project teams and ensuring architectural governance and security.

You will mentor consultants, contribute reusable patterns, and support presales for Digital and AI opportunities, partnering with customers to translate

Qualifications

• 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant experience in Digital, AI, conversational AI, or CX platforms.
• Hands-on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs.
• Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels.
• Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation.
• Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns.
• Solid understanding of cloud architecture patterns across AWS, Azure, or GCP.
• Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non-technical stakeholders.
• Ability to independently troubleshoot complex technical challenges and work across Product, Engineering, Care, project teams, and customer technical organizations to drive resolution.
• Strong communication and customer-facing skills with the ability to translate complex technical concepts for business audiences and business requirements into technical designs.
• Ability to operate effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities.
• Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise environments.
• Genesys Cloud certifications and experience with capabilities such as Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are a plus.

Responsibilities

• Define end-to-end AI-powered digital solution architectures for customer programs.
• Lead architecture workshops, discovery sessions, and technical design discussions with customers.
• Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements.
• Serve as the technical authority for assigned customer engagements.
• Guide consultants and implementation teams through complex technical challenges.
• Mentor consultants and senior consultants.
• Support presales activities for complex Digital and AI opportunities.
• Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities evolve.

Skills

Solution architecture

Technical consulting

Enterprise software delivery

Customer experience technology

Digital AI

Conversational AI

Cloud integration

Architectural workshops

Stakeholder management

Technical leadership

Tools

Genesys Cloud

APIs

REST 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. Be the one growing faster in the AI era. At Genesys, we're building a high-performance workplace designed for people who want to grow quickly, do meaningful work and build lasting careers in AI.

Location North America

Mission: Design and lead the implementation of AI-powered digital customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness. Our Professional Services organization is where AI strategy meets delivery. We are a globally distributed team of consultants and architects united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered digital customer experience — not in theory, but in production. We operate across regions and time zones, bringing together deep technical expertise, design thinking, and industry knowledge. Our work spans hands‑on project delivery, rapid experimentation, applied AI, and the development of reusable assets and reference architectures that raise the bar for the entire practice. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to explore emerging technologies while remaining accountable for successful customer outcomes. We are now looking for a Lead AI Solutions Architect based in the North America to join us as a senior technical voice in complex customer programs. If you thrive at the intersection of AI innovation, digital customer engagement, and enterprise architecture, and you want your work to have a direct impact on customer experiences, read on.

Key Responsibilities

Solution Architecture

• Define end-to-end AI-powered digital solution architectures for customer programs.
• Design solutions across Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities.
• 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 provide technical guidance on solution 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, discovery sessions, and technical design discussions with customers.
• Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements.

AI & Digital Design

• Design AI use cases including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI‑enabled digital experiences.
• Design customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing.
• Define data requirements, integration patterns, and AI governance considerations.
• Ensure responsible AI practices are incorporated into solution designs.
• Evaluate emerging Genesys Cloud Digital and AI capabilities and determine how they can be applied to customer use cases.

Customer Engagement

• Advise customer technical stakeholders on architecture decisions and trade‑offs.
• Translate customer business requirements and digital use cases into practical technical solutions.
• Present technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders.
• Build trusted‑advisor relationships with customer technical teams.
• Identify technical risks, dependencies, and scope concerns early and communicate them clearly to project leadership.

Practice Contribution

• Contribute reusable assets, reference architectures, implementation patterns, and best practices.
• Mentor consultants and senior consultants.
• Support presales activities for complex Digital and AI opportunities.
• Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities continue to evolve.

Typical Scope

• Large enterprise customer implementations
• Complex Digital and AI programs
• Single strategic programs or multiple concurrent customer engagements
• Technical lead for major Digital deployments
• Influences project and account‑level technical decisions

Qualifications

• 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant experience in Digital, AI, conversational AI, or CX platforms.
• Hands‑on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs.
• Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels.
• Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM‑based copilots, knowledge management systems, digital bot experiences, or workflow automation.
• Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud‑based integration patterns.
• Solid understanding of cloud architecture patterns across AWS, Azure, or GCP.
• Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non‑technical stakeholders.
• Ability to independently troubleshoot complex technical challenges and work across Product, Engineering, Care, project teams, and customer technical organizations to drive resolution.
• Strong communication and customer‑facing skills with the ability to translate complex technical concepts for business audiences and business requirements into technical designs.
• Ability to operate effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities.
• Familiarity with responsible AI principles, data governance, and security‑by‑design practices in enterprise environments.
• Genesys Cloud certifications and experience with capabilities such as Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are a plus.

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. $110,600.00 - $194,400.00

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
• Click here to view a summary overview of our Benefits.

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.

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. 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.