Senior AI Solutions Architect for Customer Experience

Genesys; Massachusetts; Hybrid; USD 136,000 - 239,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Telehealth coverage

Flexible work schedules and work from/

Work from home opportunities

Development and career growth

Open Time Off + 10 paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is hiring for the SS&AI team to design, develop and test customized Self-Service digital and AI-driven bot applications across Genesys platforms. The role involves building and delivering AI-powered CX solutions with in-house Genesys bots as well as Google and Amazon bots.

You will work on architecture design, integration consulting, Agile leadership and end-to-end delivery, collaborating with product owners and technical teams to ensure high-quality outcomes for global customers.

Qualifications

• 10+ years of experience with commercial Digital CCaaS applications, Routing, Bots and related development tools.
• 6+ years working with digital bots on Google Dialogflow and Amazon Lex, with webhook/fulfillment experience.
• Strong understanding of generative and agentic AI tools and their enterprise use.
• Experience in customer-facing roles and ability to guide clients in high-paced environments.
• Deep knowledge of IVR architecture, web components, telephony, caching and diagnostics.
• Able to work independently, initiate tasks and define new product features.
• Excellent English communication skills, both written and spoken.
• Willingness to travel to client sites as required.

Responsibilities

• Lead strategic project initiatives with cross-functional teams and stakeholders.
• Design digital bot flows and bot architectures with awareness of product nuances.
• Develop and maintain routing applications for Digital Virtual Agents and Agentic Virtual Agents.
• Create accurate development estimates with project managers and regional leads.
• Drive SS&AI epics for IVR, Routing and bots with Product Owner and Scrum Master.
• Lead knowledge transfer and present proposed bot solutions to clients.

Skills

Digital CCaaS

Bots development

Dialogflow / Lex

Generative AI tools

Customer facing

IVR architecture

Independent work

Analytical programming

English proficiency

Travel readiness

Bot and intent tuning

Java/C#/PHP

Education

BS/MS/BA in Computer Science, Engineering, or related field

Tools

Genesys Cloud

Architect

Dialog Engine

Composer

Designer

Intelligent Automation

Google Dialogflow

Amazon Lex

Genesys GCP/AWS certification

Job description

Genesys is hiring for the SS&AI team to design, develop and test customized Self-Service digital and AI-driven bot applications across Genesys platforms. The role involves building and delivering AI-powered CX solutions with in-house Genesys bots as well as Google and Amazon bots.

You will work on architecture design, integration consulting, Agile leadership and end-to-end delivery, collaborating with product owners and technical teams to ensure high-quality outcomes for global customers.