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.

Architect the foundation for how enterprise organizations adopt and scale artificial intelligence to transform customer experience and operational performance. This role shapes how AI capabilities are translated into real business value, influencing how global brands design, deploy, and optimize intelligent customer engagement solutions. At Genesys, we are advancing AI-driven experiences that improve how businesses connect with their customers in meaningful, measurable ways, and this role plays a central part in that mission. You will operate at the intersection of product innovation, customer strategy, and technical execution, partnering with senior leaders to align AI architecture with business outcomes. The position offers visibility across enterprise initiatives and the opportunity to drive innovation at scale while expanding expertise in next-generation AI technologies.

Key Responsibilities:

• Lead the design of scalable AI architectures that enable enterprise customers to deploy high-impact customer experience solutions
• Translate complex AI capabilities into measurable business outcomes such as improved customer satisfaction, reduced operational costs, and increased automation efficiency
• Drive alignment between product, engineering, and customer-facing teams to ensure successful AI solution adoption and long-term value realization
• Partner with senior stakeholders to shape AI strategies, influence roadmap direction, and guide enterprise-level decision making
• Develop reusable solution frameworks, accelerators, and prototypes that speed up deployment and improve consistency across implementations
• Deliver compelling technical demonstrations and solution narratives that clearly communicate AI value to both technical and business audiences
• Establish best practices for AI lifecycle management, including testing, deployment, monitoring, governance, and continuous optimization
• Enable integration of AI solutions within complex enterprise ecosystems, ensuring scalability, performance, and interoperability

Required Qualifications:

• 8+ years of experience working with artificial intelligence technologies such as LLMs, NLU, NLP, prompt engineering, or related frameworks
• Demonstrated success designing and delivering AI-driven solutions for enterprise customers
• Strong experience presenting technical architectures and influencing both technical and executive stakeholders
• Proven track record of leading cross-functional initiatives across product, engineering, sales, and customer success teams
• Deep understanding of AI implementation lifecycle, including integration, deployment, and optimization
• Experience with AI governance, data privacy, security, and responsible AI practices
• Ability to translate complex technical concepts into clear business value for diverse audiences
• Strong problem-solving, communication, and stakeholder management skills

Preferred Qualifications:

• Experience in customer-facing roles such as Technical Architect, Solution Architect, or AI Architect
• Background in SaaS, cloud platforms, customer experience, or contact center technologies
• Experience supporting both pre-sales and post-sales technical engagements
• Familiarity with Genesys Cloud or similar enterprise customer engagement platforms
• Experience integrating AI solutions into enterprise systems and cloud environments
• Advanced English proficiency is required.

#LI-Hybrid

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.