Senior AI Solution Architect

Requirements:

• AI Architecture & Technical Judgment: Hands-on experience designing modern AI solutions for customer experience orchestration and contact center use cases using the right mix of classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use and agentic approaches. Ability to make and defend architecture tradeoffs across latency, cost, explainability, governance, multilingual requirements, and business risk.
• Enterprise Integration & Real-Time Design: Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems. Able to design for real-world constraints including voice latency, fallback paths, throughput, reliability, and secure data access.
• Evaluation, Governance & Observability: Ability to define AI evaluation strategies, success metrics, and monitoring approaches across offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.
• Executive Communication & Field Enablement: Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders, while also creating reusable assets, workshops, and enablement content that scale field capability across the SC organization.
• Prompt Design & AI Workflow Optimization: Practical experience designing prompts, context strategies, and orchestration flows as part of a broader system architecture, rather than as a standalone discipline.
• Technical Demonstration Prowess: Proven ability to create, deliver, and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.
• Sales Acumen: Demonstrated success partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.
• Business Value Orientation: Ability to identify opportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.
• Executive Presence: Proven ability to influence CIO/CTO decision-makers.
• Strong understanding of the Genesys Cloud platform and Genesys AI preferred.
• Foundational understanding of programming concepts (Python preferred).
• Fluency in English and Polish languages.
• French or German language fluency as a plus.
• #LI-MC1
• 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.