Lead AI Solutions Architect, Customer Success

About the role

Genesys is seeking a Lead AI Solutions Architect to join their Professional Services organization. The role involves designing and leading the implementation of AI-powered customer experience solutions for enterprise clients, ensuring technical excellence, scalability, and security. The successful candidate will act as a senior technical authority, guiding teams and advising stakeholders on complex AI and integration strategies.

Responsibilities

• 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.
• Serve as the technical authority for assigned customer engagements.
• Lead architecture workshops and technical design sessions with customers.
• Design AI use cases including virtual agents, agent copilots, knowledge systems, workflow automation, and analytics solutions.
• Advise customer technical stakeholders on architecture decisions and trade-offs.

Required skills

• Solution architecture
• Technical consulting
• AI
• Conversational AI
• CX platforms
• Genesys Cloud
• CCaaS
• CPaaS
• Cloud architecture
• AWS
• GCP
• Azure
• REST APIs
• GraphQL
• Data governance

Nice to have

• Telecommunications industry experience
• Financial services industry experience
• Airline industry experience

Qualifications

• 7+ years of experience in solution architecture, technical consulting, or enterprise software delivery
• At least 3 years focused on AI or conversational / CX platforms

Benefits

• Paid volunteer time
• August Free Fridays
• Well-being resources
• Learning programs
• Leadership development
• Education support

About the Company

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.