Lead AI Solutions Architect — Enterprise AI (Remote)

Genesys Cloud Services, Inc.; Charleston (SC); Remote; USD 111,000 - 194,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Telehealth

Flexible work schedules

Open Time Off

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys seeks a Lead AI Solutions Architect in North America to drive end-to-end AI-powered digital customer experiences for large enterprise programs. Define architectures across Genesys Cloud digital channels, advise customers, and lead architecture workshops with engineering, care, and client teams.

You will mentor consultants, contribute reusable assets, and support presales while ensuring security, scalability and responsible AI practices across global projects.

Qualifications

• 7+ years on solution architecture/technical consulting with Digital, AI or CX platforms.
• Hands-on familiarity with Genesys Cloud or CCaaS/CPaaS platforms, especially digital channels, routing, Architect and developer APIs.
• Experience designing digital customer experiences across Web Messaging, SMS, Email, digital routing or similar channels.
• Proven AI-powered solution design: virtual agents, copilots, knowledge systems, automation.
• Strong enterprise integration knowledge: REST APIs, JSON, authentication, SDKs, cloud integration patterns.
• Cloud architecture understanding (AWS/Azure/GCP).
• Experience leading architecture/design sessions and producing technical docs for diverse stakeholders.
• Ability to troubleshoot complex issues across product/engineering/customer teams.
• Strong communication and customer-facing skills translating tech to business.
• Ability to operate in a global, matrixed Professional Services environment.
• Familiarity with responsible AI, data governance and security-by-design practices.
• Genesys Cloud certifications and related capabilities (Work Automation, Knowledge Fabric, Agent Copilot, etc.)

Responsibilities

• Define end-to-end AI-powered digital solution architectures for customer programs.
• Design solutions across Genesys Cloud digital channels (Web Messaging, SMS, Email, routing).
• Design integrations between Genesys Cloud, AI services, enterprise apps and data platforms.
• Establish architectural standards for scalability, resilience, security, maintainability.
• Review and guide solution designs produced by project teams.
• Lead architecture workshops and technical design discussions with customers.
• Provide governance to ensure alignment with architecture and requirements.
• Design AI use cases: digital agents, copilots, knowledge systems, automation.
• Design journeys integrating AI with Genesys Cloud channels and routing.
• Define data requirements and AI governance considerations.
• Ensure responsible AI practices in designs.
• Evaluate emerging Genesys Cloud Digital/AI capabilities for use cases.
• Advise on architecture decisions and trade-offs for customers.
• Translate business requirements into technical solutions.
• Present recommendations to senior stakeholders.
• Build trusted advisor relationships with customer teams.
• Identify risks and communicate scope concerns early.
• Contribute reusable assets and best practices.
• Mentor consultants; support presales; enable knowledge sharing.
• Contribute to internal enablement as capabilities evolve.
• Typical scope: large enterprise, complex digital/AI programs, major deployments.

Skills

AI

Digital CX

REST APIs

Cloud platforms

Architecture leadership

Customer-facing

Genesys Cloud

Certifications

Tools

Genesys Cloud

Architect

APIs

Job description

Genesys seeks a Lead AI Solutions Architect in North America to drive end-to-end AI-powered digital customer experiences for large enterprise programs. Define architectures across Genesys Cloud digital channels, advise customers, and lead architecture workshops with engineering, care, and client teams.

You will mentor consultants, contribute reusable assets, and support presales while ensuring security, scalability and responsible AI practices across global projects.