About this role.
This is a senior-level Lead AI Solutions Architect role within Genesys's Professional Services organization, focused on designing and delivering AI-powered customer experience solutions for large enterprise clients. The position combines deep technical architecture work with customer-facing advisory, technical leadership, and practice development. The architect will define end-to-end AI solution architectures, lead technical design sessions, and ensure scalable, secure, and maintainable implementations. This role is ideal for someone with strong AI/CCaaS expertise who thrives in high-stakes, cross-functional environments.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Lead AI Solutions Architect, Customer Success position at Genesys. With over 10 years of experience in enterprise architecture and AI solution delivery, I have successfully led complex customer programs that transform contact center operations using cloud-based platforms and intelligent automation. My deep expertise in Genesys Cloud, LLM-based virtual agents, and scalable integration patterns aligns perfectly with the mission of moving AI from possibility to production.
I have a proven track record of serving as the technical authority for large-scale deployments, guiding cross-functional teams, and building trusted-advisor relationships with enterprise stakeholders. I am particularly drawn to Genesys's focus on responsible AI and the opportunity to contribute reusable assets and reference architectures that raise industry standards. I look forward to bringing my technical leadership and passion for customer success to your team.
Sincerely,
[Your Name]
Sample interview questions
I would walk through a specific example: the problem, stakeholders, architecture diagram, key integration points, how I addressed security/compliance (e.g., data residency, PII handling), and how I validated scalability via load testing and phased rollouts. I would emphasize how I aligned the technical design with measurable business outcomes like deflection rate or CSAT improvement.
I start by identifying the user journey and business KPIs, then evaluate data availability and quality. For responsible AI, I implement guardrails: bias checks, explainability, human-in-the-loop fallbacks, and clear escalation paths. I also design for continuous feedback loops to improve model accuracy and avoid drift.
I would present a risk-benefit analysis with prototypes or proof-of-concepts to demonstrate trade-offs. I focus on building trust by understanding their constraints and using data to show long-term TCO or operational advantages. I would also compromise where possible without compromising core architectural principles.
I emphasize API-first design, event-driven integration using webhooks and message bus patterns, stateless microservices, and robust error handling with retries. I also consider data streaming for real-time analytics, and ensure security through OAuth, API keys, and network segmentation. Scalability is achieved by designing for horizontal scaling and using managed services.
I dedicate time to R&D, reading research papers, and experimenting with new tools. But I balance innovation with pragmatism: I pilot new tech in sandboxed environments, measure against use cases, and only recommend production adoption when it clearly adds value. I also contribute to internal communities of practice to share findings.
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.
Mission:
Design and lead the implementation of AI-powered customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness.
Our Professional Services organization is where AI strategy meets delivery. We are a globally distributed team of consultants, architects, and researchers united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered customer experience — not in theory, but in production.
We operate across continents and time zones, bringing together deep technical expertise, design thinking, and industry knowledge from telecommunications, financial services, retail, and beyond. Our work spans the full spectrum of the practice: hands-on project delivery, rapid experimentation, applied research, and the development of reusable assets and reference architectures that raise the bar for the entire field. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to push boundaries in the lab and accountable for outcomes in the field.
We are now looking for a Solution Architect to join us as a senior technical voice in complex, high-stakes customer programs. If you thrive at the intersection of AI innovation and enterprise architecture, and you want your work to be felt by millions of end users, read on.
Key Responsibilities:
Solution Architecture
Define end-to-end AI solution architectures for customer programs.
Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies.
Establish architectural standards for scalability, resilience, security, and maintainability.
Review and approve technical designs produced by project teams.
Technical Leadership
Serve as the technical authority for assigned customer engagements.
Guide consultants and implementation teams through complex technical challenges.
Lead architecture workshops and technical design sessions with customers.
Provide governance throughout delivery to ensure alignment with the approved architecture.
AI & Data Design
Design AI use cases including virtual agents, agent copilots, knowledge systems, workflow automation, and analytics solutions.
Define data requirements, integration patterns, and AI governance considerations.
Ensure responsible AI practices are incorporated into solution designs.
Customer Engagement
Advise customer technical stakeholders on architecture decisions and trade-offs.
Present technical recommendations to enterprise architects, IT leaders, and platform owners.
Build trusted-advisor relationships with customer technical teams.
Practice Contribution
Contribute reusable assets, reference architectures, and best practices.
Mentor consultants and senior consultants.
Support presales activities for complex technical opportunities.
Typical Scope
Large customer implementation
Single strategic program
Technical lead for a major deployment
Influences project and account-level decisions
Qualifications:
7+ years of experience in solution architecture, technical consulting, or enterprise software delivery, with at least 3 years focused on AI or conversational / CX platforms.
Hands-on familiarity with Genesys Cloud or comparable CCaaS / CPaaS platforms, including routing, digital channels, and developer APIs.
Proven track record designing and deploying AI-powered solutions — virtual agents, LLM-based copilots, knowledge management systems, or predictive analytics — in production environments.
Solid understanding of cloud architecture patterns (AWS, GCP, or Azure) and integration technologies such as REST/GraphQL APIs, event streaming, and identity/security protocols.
Experience leading architecture design sessions, producing technical documentation, and presenting to senior technical and non-technical stakeholders.
Comfort operating in a global, matrixed professional services environment — managing scope, quality, and customer relationships simultaneously.
Strong communication skills: able to translate complex technical concepts for business audiences and business requirements into precise architectural decisions.
Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise contexts.
Industry experience in telecommunications, financial services, or airlines is a plus.
#LI-MC1
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.
Get notified about relevant opportunities.
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
