Lead AI Solutions Architect, Customer Success

Qualifications:

• 7+ years of experience in solution architecture, technical consulting, or enterprise software delivery, with at least 3 years focused on AI or conversational / CX platforms.
• Hands-on familiarity with Genesys Cloud or comparable CCaaS / CPaaS platforms, including routing, digital channels, and developer APIs.
• Proven track record designing and deploying AI-powered solutions — virtual agents, LLM-based copilots, knowledge management systems, or predictive analytics — in production environments.
• Solid understanding of cloud architecture patterns (AWS, GCP, or Azure) and integration technologies such as REST/GraphQL APIs, event streaming, and identity/security protocols.
• Experience leading architecture design sessions, producing technical documentation, and presenting to senior technical and non-technical stakeholders.
• Comfort operating in a global, matrixed professional services environment — managing scope, quality, and customer relationships simultaneously.
• Strong communication skills: able to translate complex technical concepts for business audiences and business requirements into precise architectural decisions.
• Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise contexts.
• Industry experience in telecommunications, financial services, or airlines is a plus.
• Fluency in English.
• Fluency in Arabic is preferred.
• Working at Genesys
• 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 – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
• Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
• What Happens After You Apply
• After you apply, here's what you can typically expect:
• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.
• Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
• Stay Connected
• Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
• Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.