Senior AI Architect for Customer Success

Genesys; Virginia; On-site; USD 136,000 - 239,000; Full time

Benefits offered by this job

Medical Insurance

Telehealth

Flexible schedules

Career growth

Paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a senior professional to join the SS&AI team, focusing on design, development and testing of AI-powered, self-service bot solutions across Genesys platforms. You will work with customers, internal teams and partners to deliver end-to-end AI bot deployments and ongoing enhancements.

You will collaborate with product owners and Scrum Masters, craft user stories, and lead delivery for IVR, routing and bots, while sharing knowledge and best practices with clients and project teams.

Qualifications

• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred.
• 10+ years of experience with commercial Digital CCaaS applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines.
• 6+ years of experience with digital bots on platforms like Google Dialogflow and Amazon Lex; webhook/fulfillment experience required.
• Must be able to work US hours.
• Demonstrated understanding of generative and agentic AI tools.
• Customer-facing experience and ability to consult with clients in a high-paced environment.
• Willingness to travel.

Responsibilities

• Lead design, development and testing of highly customized self-service digital and AI bot applications across Genesys platforms.
• Participate in customer workshops and design bot flows.
• Design, develop and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.
• Create accurate development effort estimates with project managers.
• Drive SS&AI team delivery with Product Owner and Scrum Master.
• Present and demonstrate proposed digital bot solutions and perform knowledge transfer.

Skills

Digital CCaaS

AI tools

Customer consulting

English communication

Travel willingness

Education

BS/MS/BA in CS/Engineering

Tools

Genesys Cloud

Architect

Dialog Engine

Composer

Designer

Intelligent Automation

Google Dialogflow

Amazon Lex

Job description

Genesys is seeking a senior professional to join the SS&AI team, focusing on design, development and testing of AI-powered, self-service bot solutions across Genesys platforms. You will work with customers, internal teams and partners to deliver end-to-end AI bot deployments and ongoing enhancements.

You will collaborate with product owners and Scrum Masters, craft user stories, and lead delivery for IVR, routing and bots, while sharing knowledge and best practices with clients and project teams.