Senior AI Solutions Architect for Enterprise CX Platforms

Genesys; Tallahassee (FL); Remote; USD 111,000 - 194,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Flexible work schedules

Work from home opportunities

401(k) matching

Adoption Assistance

Paid holidays

Job summary

Genesys is seeking a Lead AI Solutions Architect in North America to define end-to-end AI-powered digital solution architectures for large enterprise programs. You will guide technical teams, lead architecture workshops, and ensure governance across delivery while shaping AI-enabled customer journeys across Genesys Cloud channels.

The role emphasizes collaboration with product and care teams, design of responsible AI practices, and contributing reusable patterns while growing in a global

Qualifications

• 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or CX tech.
• Hands-on familiarity with Genesys Cloud or comparable 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 experience designing AI-powered solutions such as digital agents, copilots, knowledge systems, or workflow automation.
• Strong understanding of REST APIs, JSON, authentication/identity, SDKs, and cloud integration patterns.
• Solid understanding of cloud architectures across AWS/Azure/GCP.
• Experience leading architecture/design sessions and communicating with senior stakeholders.
• Ability to troubleshoot complex challenges and collaborate across Product/Engineering/Care teams.
• Strong communication and client-facing skills to translate technical concepts for business audiences.
• Familiarity with responsible AI, data governance, and security-by-design in enterprise env.
• Genesys Cloud certifications a plus.

Responsibilities

• Define end-to-end AI-powered digital solution architectures for customer programs.
• Lead architecture workshops and provide governance across delivery projects.
• Design AI use cases and customer journeys integrating Genesys Cloud channels and routing.
• Advise on architecture decisions, trade-offs, and risk management for customer engagements.
• Contribute reusable assets, reference architectures, and best practices; mentor staff.
• Support presales activities for complex Digital and AI opportunities.

Skills

Solution architecture

Technical consulting

Enterprise software

Customer experience

Digital AI CX

Genesys Cloud

CCaaS/CPaaS

REST APIs/JSON

Cloud architecture

Architecture leadership

Communication skills

Tools

Genesys Cloud

Architect

Developer APIs

REST APIs

JSON

Job description

Genesys is seeking a Lead AI Solutions Architect in North America to define end-to-end AI-powered digital solution architectures for large enterprise programs. You will guide technical teams, lead architecture workshops, and ensure governance across delivery while shaping AI-enabled customer journeys across Genesys Cloud channels.

The role emphasizes collaboration with product and care teams, design of responsible AI practices, and contributing reusable patterns while growing in a global