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 Principal AI Solutions Architect is a senior technical leader within the Self-Service and Artificial Intelligence Professional Services team, responsible for architecting and delivering highly customized self-service, IVR, conversational AI, generative AI, and agentic virtual agent solutions across Genesys platforms. This role combines solution architecture, hands-on development, technical consulting, Agile leadership, and end-to-end delivery to help customers create exceptional experiences using Genesys technologies and complementary AI platforms, including Google and Amazon technologies.
Key Responsibilities
Lead strategically important customer initiatives from solution architecture and technical design through development, testing, deployment, and knowledge transfer.
Architect scalable self-service, IVR, conversational AI, generative AI, and agentic virtual agent solutions aligned with customer requirements and Genesys design best practices.
Facilitate customer workshops to translate business and technical requirements into effective conversational experiences, call flows, routing strategies, and AI-enabled solutions.
Design, develop, and maintain IVR applications, NLU intent-based bots, virtual agents, agentic virtual agents, and routing applications supporting DTMF, voice, and digital interactions.
Define and optimize ASR grammars and lead tuning activities to improve speech-recognition performance and customer experience.
Integrate Genesys solutions with external systems, APIs, web services, bot platforms, and supporting application components.
Develop accurate implementation estimates in partnership with Professional Services project managers, regional leaders, and technical teams.
Solve complex and unique technical challenges requiring conceptual thinking, broad technical judgment, and evaluation of multiple architectural approaches.
Partner with Product Owners, Scrum Masters, and cross-functional teams to define user stories and lead delivery of Self-Service and AI epics involving IVR, routing, bots, and AI capabilities.
Lead technical delivery for Self-Service and AI engagements, providing architectural direction and helping teams apply development, integration, testing, and deployment best practices.
Present and demonstrate proposed solutions to technical and business stakeholders, clearly communicating architecture, functionality, tradeoffs, and business impact.
Create and execute test strategies and scripts for conversational flows, routing logic, integrations, and other application functionality while using Genesys logging and reporting capabilities to support QA and UAT.
Deliver customer training and knowledge transfer to enable successful adoption, operation, and ongoing enhancement of implemented solutions.
Advise customers on technical architecture, implementation strategy, development standards, deployment practices, and key delivery outcomes.
Collaborate effectively across a global organization while respecting cultural, language, and time-zone differences.
Partner with Genesys Product and Engineering teams by providing actionable feedback on APIs, products, documentation, architectures, and implementation experiences.
Demonstrate flexibility in working hours when needed to support U.S. customers, project milestones, and global team collaboration.
Embrace Empathy by understanding customer needs and designing solutions that improve customer and employee…