Principal AI Solution Architect

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.

TheGenesys Principal AI Solution ArchitectisaseniorpresalesAIspecialist whooperatesacrossthreecoremotions:

• Drivingstrategic AI opportunitieswithcustomers andsaleteams


• Scaling the field through reusable assets, technical enablement, and coaching


• Shaping product and go-to-market direction through real-world customer and field feedback

This role requires a blend of deep AI technical acumen, exceptionalsales, communication, and executive storytellingskills, and the ability to translate complex capabilities into clear, actionable business value.

Key Responsibilities:

• Design end-to-end AI systems for customer experience use cases.Architect reliable, production-ready AI solutions that go beyond prompt design, combining LLMs, deterministic workflows,tools,and orchestration layers. Define how AI interacts across the full journey (self-service, agentcopilot,journey management, andback-officeautomation), including fallback strategies, human handoff, and failure handling.


• Optimizeretrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions whererequired.Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data. Develop approaches for content structuring, chunking, embedding, and ranking to ensure accuracy, relevance, and freshness. Partner with customers to align AI outputs with trusted knowledge sources while balancing performance, latency, and governance requirements.


• Establish AI evaluation frameworks and quality measurement strategies.Define how success is measured for AI-driven experiences, including accuracy, containment, customer satisfaction, and business impact. Create test sets, evaluation methodologies, and feedback loops to continuously improve performance. Translate technical quality metrics into business-relevant outcomes to support customer decision-making and adoption.


• Engineer contextual AI experiences thatleveragereal-time data and conversation state.Design how AI systems incorporate dynamiccontextsuch as customer data, interaction history, and external signals.Optimizecontextmanagementand prompt structure to maximize relevance while managing token limits and response quality. Ensure AI interactionsremaincoherent, personalized, and aligned across channels and touchpoints.


• Design for scalability, latency, and cost efficiency in enterprise environments.Evaluate andoptimizeAI solutions for real-world constraints, including response time (especially for voice), throughput, and cost at scale. Make informed tradeoffs across model selection, caching strategies, and architecture patterns to deliverperformantand economicallyviablesolutions. Ensure designs meet enterprise expectations for reliability and responsiveness.


• Leverage expert-level knowledge of Genesys AI capabilitiesto articulate anddemonstrateproduct value to customers and prospects.


• Support pre-sales activities such as technical discovery, solution design, product demonstrations, sandbox/trial engagements, AI integration guidance, and value assessments.


• Design and deployAIprototypesin sandboxand/or customer development environments tovalidateuse cases, integrations, latency, and success criteria,and to highlight the differentiated value of Genesys AI.


• Partner with account teams andProfessional Servicesto transition successful prototypes into production pilotssupporting technicalhandoff,hardening, KPI alignment, and business outcome validation.


• Build integrations tothird-party systems via RESTful APIs and emerging interoperability patterns such as MCP and A2Ashowcasingthe art of the possiblewithGenesys Cloud AI solutions.


• Develop reusable technical assetsand enable Solution Consultants, partners, and account teams through workshops, coaching, and scalable technical content.


• Provide technical feedback and strategic insights toProduct Management and Engineeringon AI product design, implementation considerations, and customer-driven enhancements.


• Influence CIO/CTO-level stakeholders and position Genesysas integral to an organization’s broader IT and transformation strategy.

Requirements:

• AI Architecture & Technical Judgment:Hands-on experiencedesigningmodern AI solutionsfor customer experienceorchestrationand contact center use casesusing the rightmix ofclassic ML, NLU/NLP,retrieval-based systems,LLMs, orchestration patterns,tooluseand agenticapproaches. Ability to make and defend architecture tradeoffs across latency, cost, explainability, governance, multilingual requirements, and business risk.


• Enterprise Integration & Real-Time Design:Expertiseintegrating AI solutions with enterprise platforms, knowledge sources,RESTfulAPIs, event-driven architectures, identity systems, and broader cloud ecosystems. Able todesignforreal-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:Provenability to create, deliver, and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.


• SalesAcumen:Demonstratedsuccess partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.


• BusinessValueOrientation:Ability toidentifyopportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.


• ExecutivePresence:Provenability 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 Arabic languages.


• French 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.

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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.

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

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

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