About the role
Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Shape the architecture of enterprise AI solutions that improve customer and employee experiences. As a Senior AI Solutions Architect at Genesys, you will own the technical direction for strategic customer programmes, translating business objectives into secure, scalable solutions across Genesys Cloud, AI services, enterprise applications, and data platforms. You will act as a trusted technical authority, guiding customers and delivery teams through architecture decisions involving AI, automation, integrations, data, security, and responsible AI. The role offers significant influence across enterprise initiatives while helping Genesys deliver more empathetic, AI-powered customer experiences.
Responsibilities
•Own end-to-end architecture for AI-powered customer experience programmes, ensuring solutions are scalable, secure, resilient, and operationally ready
•Design integrations across Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies
•Lead architecture workshops and technical design sessions, guiding customers through key decisions and trade-offs
•Drive technical governance throughout delivery and ensure implementations align with approved architectures and standards
•Design AI solutions spanning virtual agents, agent copilots, knowledge systems, workflow automation, and analytics
•Define data, integration, security, and responsible AI requirements for enterprise deployments
•Influence enterprise architects, IT leaders, platform owners, and delivery teams as a trusted technical advisor
•Mentor consultants and contribute reusable reference architectures, technical standards, and best practices
Requirements
•Significant experience designing and delivering enterprise solution architectures for complex customer programmes
•Strong hands-on experience with Genesys Cloud and its architecture, integrations, and enterprise deployment patterns
•Strong background in AI solutions, cloud architecture, APIs, enterprise integrations, data platforms, and automation
•Demonstrated expertise in designing scalable, secure, resilient, and operationally supportable solutions
•Strong understanding of conversational AI, virtual agents, agent assistance, knowledge systems, and responsible AI
•Proven experience leading architecture discussions with enterprise architects, IT leaders, and other senior technical stakeholders
•Strong consulting, stakeholder management, technical leadership, and mentoring capabilities
•Experience integrating Genesys Cloud with AI services, enterprise applications, data platforms, and third-party technologies
•Background in professional services, enterprise consulting, or customer-facing solution architecture
•Experience developing reference architectures, reusable technical assets, and architectural standards
•Experience supporting complex enterprise presales opportunities
What Genesys offers
•AI at enterprise scale – build, support and operate AI-powered technology used by more than 8,000 organizations worldwide; 150+ new AI features were released in the last fiscal year
•A flexible-first culture – a global team of nearly 7,000 employees with flexible ways of working
•Growth in the AI era – mentorship, learning programs, leadership development and education support
•Time to recharge and give back – paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and families
•Recognized globally – Great Place to Work® certified in 17 countries, with 94% of employees proud to tell others they work at Genesys
About Genesys
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control, driving customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
