AI Solutions Architect

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.**AI Solutions Architect, Remote Working Opportunity, Canada-Based**At Genesys, we empower businesses to orchestrate exceptional customer experiences through cutting-edge AI and cloud technology. Join our team and play a pivotal role in delivering AI-driven solutions that transform contact center operations and customer engagement.**Job Summary**We are looking for a **hands-on AI Solutions Architect** with deep expertise in **CCaaS solutions** and AI-driven technologies. This role is responsible for **both designing and delivering AI-powered solutions**, ensuring customers realize the full potential of AI within the **Genesys Cloud CX platform**.You will work closely with customers, partners, and internal teams to scope, define, and implement AI solutions that enhance customer experience, drive operational efficiency, and provide measurable business impact. Success in this role requires strong **technical leadership**, **solution delivery expertise**, and the ability to bridge **strategic vision with hands-on execution**.**Key Responsibilities*** Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency.* Design and architect **AI-powered contact center solutions**, integrating technologies such as **Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing** into CCaaS environments.* Lead customer engagements from **initial technical discovery through full implementation and optimization**, ensuring seamless integration into their existing infrastructure.* Develop proof-of-concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs.* Drive AI deployment projects by working cross-functionally with **Professional Services, Engineering, and Product teams** to ensure successful execution.* Provide hands-on technical guidance for **AI model integration, chatbot development, automation workflows, and analytics**.* Solve complex technical challenges and optimize AI models post-implementation to enhance accuracy, efficiency, and business impact.* Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.* Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.* Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects.* Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs.**Requirements:*** **6+ years** of experience in the **Contact Center** industry, with hands-on experience designing and deploying **AI-powered CCaaS solutions**.* **3+ years** in a **solutions engineering, technical services, or customer-facing technical role**, with proven experience in AI-driven transformation.* Expertise in **Conversational AI**, **Natural Language Processing (NLP)**, **Machine Learning**, and **AI-driven analytics** for customer engagement.* Strong **cloud-based architecture** experience, with a focus on **AWS, Azure, or Google Cloud**.* Proficiency in programming/scripting languages such as **Java, Python, or Node.js** for AI model deployment and system integrations.* Proven ability to **both sell and execute** AI solutions—balancing strategic planning, technical leadership, and hands-on solution delivery.* Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences.* Willingness to travel as needed for customer engagements.**Preferred Qualifications:*** Experience with **AWS AI services** (Lex v2, Bedrock, Kendra, SageMaker).* Relevant industry certifications (**AWS Solutions Architect, Google Professional Cloud Architect, or equivalent**).* Deep knowledge of **Genesys Cloud solutions** and AI-powered contact center technologies.If a Genesys employee referred you, please use the link they sent you to apply.**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 .**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 reasonable.accommodations@genesys.com.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.*### Join our Talent Community.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.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.
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