Contact Center Solutions Architect – AI Services Full Time

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Location: This is a US-based and work from home opportunity. The job is not limited to the locations advertised.

Genesys is seeking a highly skilled and experienced Contact Center Solutions Architect with institutional knowledge of AI services and capabilities to join our dynamic team supporting Customer Success and Services. As a key member of our Professional Services group, you will lead the strategic solutioning efforts in the AI domain, providing broad and deep expertise in technology to enable our customers to deliver on our Experience as a Service vision. In this role, you will design cutting-edge CCaaS solutions using the Genesys Cloud CX Platform integrated with advanced AI capabilities. You will collaborate closely with cross-functional teams to deliver scalable, reliable, and innovative solutions that meet the evolving needs of our organization and our customers.

The role requires broad technical understanding, strong spoken and visual presentation skills, and the ability to create and deliver highly customized demonstrations. You will position our delivery services for customers and prospects, becoming the expert in the room.

Key Responsibilities:

Technical Leadership:

• Act as the subject matter expert on Genesys solutions, leading technical, business, and architectural discussions with customers, account teams, and Professional Services Delivery leads.

Architecture Design:

• Design and develop comprehensive architecture for CCaaS solutions incorporating AI technologies such as Conversational AI, machine learning, chatbots, Agent Assist, Co-Pilots, Knowledge surfacing, and other AI technologies from the Genesys product portfolio.

Solution Implementation:

• Provide technical oversight throughout the entire implementation project lifecycle, ensuring alignment with architectural standards and best practices once deals are closed.

Innovation and Research:

• Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI. Contribute to ongoing innovation initiatives and drive innovation through the development of CX Cloud blueprints and accelerators.

Collaboration:

• Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals. Engage with Product Management to influence product direction.

Documentation and Communication:

• Prepare and maintain architectural documentation, diagrams, and technical specifications. Communicate complex technical concepts effectively to both technical and non-technical stakeholders. Provide training and mentoring to the broader Professional Services organization.

Requirements:

• 8 plus years of Contact Center industry experience, with a track record in solutions engineering/technical services/pre-sales.
• Proven experience designing and implementing CCaaS solutions in a cloud-based environment.
• Deep understanding of AI technologies such as NLP, machine learning frameworks, and AI-driven analytics.
• Ability to address complex technical and selling situations with proposed resolutions.
• Strong proficiency in programming languages such as Java, Python, or similar, and familiarity with cloud platforms (AWS, Azure, Google Cloud).

Additional Technical Skills (not all required):

• Experience with AWS AI services such as Lex v2, Bedrock, Kendra, and SageMaker, or cloud AI equivalents.
• Certifications in relevant technologies (AWS Certified Solutions Architect, Google Professional Cloud Architect, etc.).
• Practical technical knowledge of a wide solution set of Genesys solutions and cloud technologies.
• Working knowledge of NodeJS and/or Python to build AI and data embedding integrations.

Join Us:

At Genesys, we believe in the power of diverse teams and the importance of sustainability. We are committed to reducing GHG emissions, promoting DEI in the workplace, and upholding strong corporate governance. Join us in delivering innovative solutions and making a positive impact on the world.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$144,650.00 – $283,850.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.