Job Description

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.

The Senior AI Architect, Presales will shape how global enterprises apply AI to customer experience, designing architectures that turn advanced capabilities into reliable, scalable business outcomes. At Genesys, you will guide the technical direction of strategic AI opportunities, helping customers connect Genesys Cloud AI with enterprise data, workflows, knowledge, and broader cloud ecosystems.

Operating as a senior presales AI specialist, you will lead solution architecture across self-service, agent assistance, journey management, and back-office automation. Working across LLMs, retrieval-augmented generation (RAG), deterministic workflows, tools, orchestration, enterprise integrations, and agentic AI, you will guide critical decisions involving accuracy, latency, scalability, cost, governance, security, and business risk.

You will partner directly with sales and account teams, customers, Professional Services, Product Management, and Engineering to move complex AI opportunities from technical discovery through validation and production pilots. You will influence CIO and CTO stakeholders, connect architecture decisions to enterprise transformation priorities, and help customers create more relevant interactions, improve operational efficiency, and confidently adopt Genesys Cloud AI.

Your impact will extend beyond individual customer engagements as you help expand AI expertise across the field and bring customer insight into broader product and go-to-market direction. The role provides exposure to strategic enterprise initiatives, platform-level decisions, and emerging AI capabilities shaping the future of customer experience.

Key Responsibilities:

• Architect production-ready AI systems for customer experience use cases that combine LLMs, deterministic workflows, tools, orchestration layers, human handoffs, fallback strategies, and failure handling
• Design scalable RAG and enterprise knowledge architectures, including strategies for content structuring, chunking, embedding, ranking, and trusted knowledge integration, to improve response accuracy, relevance, and freshness while balancing latency, performance, security, and governance requirements
• Establish AI evaluation and observability frameworks that connect accuracy, retrieval quality, tool-call performance, containment, customer satisfaction, safety, drift, cost, and other technical measures to customer and business outcomes
• Engineer contextual AI experiences that use real-time customer data, interaction history, conversation state, and external signals to deliver coherent and personalized experiences across channels and touchpoints
• Optimize enterprise AI architectures for scalability, voice and digital latency, throughput, reliability, and cost through informed decisions about model selection, caching, context management, and architecture patterns
• Drive strategic presales engagements through technical discovery, solution architecture, product demonstrations, sandbox and trial engagements, AI integration guidance, and value assessments that advance enterprise opportunities
• Develop and validate AI prototypes through production pilot readiness, partnering with account teams and Professional Services to prove use cases and integrations, validate latency and success criteria, harden architectures, align KPIs, and confirm business outcomes
• Demonstrate the value of Genesys Cloud AI by connecting platform capabilities, architecture patterns, integrations, and emerging interoperability approaches, including Model Context Protocol (MCP) and agent-to-agent (A2A), to customer requirements and measurable business outcomes
• Scale field capability by developing reusable technical assets, workshops, coaching, and enablement for Solution Consultants, partners, and account teams
• Influence AI product and go-to-market direction by translating customer requirements, implementation insights, and field feedback into actionable guidance for Product Management and Engineering

Required Qualifications:

• Extensive hands-on experience architecting modern AI solutions using the appropriate combination of traditional machine learning, NLU and NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic AI approaches
• Demonstrated architectural judgment and ability to make and defend tradeoffs across model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk
• Deep expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems
• Strong background designing real-time enterprise solutions that account for voice and digital latency, throughput, secure data access, reliability, fallback paths, failure handling, and system scalability
• Demonstrated expertise defining AI evaluation, governance, and observability strategies spanning offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control
• Practical experience with prompt design, context management, RAG, and AI workflow optimization as components of broader production-ready AI architectures
• Proven ability to create and deliver compelling technical demonstrations, prototypes, and presentations that connect complex architecture decisions to customer and business value
• Demonstrated success partnering with sales teams on technical discovery and AI-focused solution design, with strong business judgment in identifying opportunities to improve customer outcomes, operational efficiency, and enterprise processes
• Strong executive communication, storytelling, and presence, with demonstrated ability to influence CIO, CTO, and senior technical stakeholders

Preferred Qualifications:

• Strong understanding of Genesys Cloud and Genesys AI capabilities
• Experience designing AI solutions for customer experience orchestration, contact centers, self-service, agent assistance, journey management, or back-office automation
• Experience creating reusable technical assets and enablement that scale AI expertise across solution consulting, partner, sales engineering, or related field organizations
• Experience partnering with Product Management and Engineering to translate customer and field insights into product or platform improvements

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.

$134,900.00 - $237,300.00

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

Click here to view a summary overview of our Benefits.

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.

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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 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.