Lead AI Solutions Architect, Customer Success

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. Mission: Design and lead the implementation of AI-powered customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness. Our Professional Services organization is where AI strategy meets delivery. We are a globally distributed team of consultants, architects, and researchers united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered customer experience — not in theory, but in production. We operate across continents and time zones, bringing together deep technical expertise, design thinking, and industry knowledge from telecommunications, financial services, retail, and beyond. Our work spans the full spectrum of the practice: hands-on project delivery, rapid experimentation, applied research, and the development of reusable assets and reference architectures that raise the bar for the entire field. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to push boundaries in the lab and accountable for outcomes in the field. We are now looking for a Solution Architect to join us as a senior technical voice in complex, high-stakes customer programs. If you thrive at the intersection of AI innovation and enterprise architecture, and you want your work to be felt by millions of end users, read on. Key Responsibilities: Solution Architecture • Define end-to-end AI solution architectures for customer programs. • Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies. • Establish architectural standards for scalability, resilience, security, and maintainability. • Review and approve technical designs produced by project teams. Technical Leadership • Serve as the technical authority for assigned customer engagements. • Guide consultants and implementation teams through complex technical challenges. • Lead architecture workshops and technical design sessions with customers. • Provide governance throughout delivery to ensure alignment with the approved architecture. AI & Data Design • Design AI use cases including virtual agents, agent copilots, knowledge systems, workflow automation, and analytics solutions. • Define data requirements, integration patterns, and AI governance considerations. • Ensure responsible AI practices are incorporated into solution designs. Customer Engagement • Advise customer technical stakeholders on architecture decisions and trade-offs. • Present technical recommendations to enterprise architects, IT leaders, and platform owners. • Build trusted-advisor relationships with customer technical teams. Practice Contribution • Contribute reusable assets, reference architectures, and best practices. • Mentor consultants and senior consultants. • Support presales activities for complex technical opportunities. Typical Scope • Large customer implementation • Single strategic program • Technical lead for a major deployment • Influences project and account-level decisions 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. #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. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. 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. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected]. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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 and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.