Senior AI Solutions Architect for Enterprise CX

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

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