Principal Agentic AI Solutions Architect

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Role Overview:
Enterprise organizations are moving from AI experimentation to AI at scale, and this role is central to making that transformation real. As an Agentic AI Architect, you will shape how leading North American enterprises design, deploy, and optimize AI powered customer experiences using Genesys Cloud. You will translate executive vision into production ready AI orchestration strategies that improve customer satisfaction, operational efficiency, and business performance. At Genesys, we lead with empathy and innovation, helping organizations create connected, intelligent experiences that drive measurable outcomes. This position offers visibility across strategic accounts and the opportunity to influence enterprise AI maturity at scale.

Key Responsibilities:

• Lead end to end AI orchestration engagements across discovery, solution design, integration, deployment, and optimization using Genesys Cloud

• Partner with customer executives and technical leaders to align AI initiatives with measurable business KPIs and transformation roadmaps

• Design scalable reference architectures and integration patterns across CRM, ERP, data platforms, and cloud ecosystems such as AWS, Azure, and GCP

• Develop rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities

• Drive post go live optimization by evaluating performance metrics, refining AI models, and expanding use cases based on data driven insights

• Champion responsible AI practices by applying governance, security, and compliance guardrails including GDPR, PCI, and HIPAA where applicable

• Influence cross functional collaboration by engaging Product, Professional Services, Customer Success, and Innovation teams to accelerate enterprise adoption

• Document reusable accelerators, architectural patterns, and best practices to strengthen scalability across customer programs

Required Qualifications:

• Demonstrate at least eight years of experience designing, implementing, or supporting CX, CRM, or AI orchestration platforms in enterprise environments

• Design and integrate solutions using APIs, REST services, event driven architectures, JSON, and cloud native technologies

• Apply hands on experience with Genesys Cloud and modern cloud platforms such as AWS, Azure, or GCP

• Translate complex technical concepts into clear business outcomes for executive stakeholders

• Operate independently within complex, ambiguous, and fast moving enterprise environments

• Hold a degree in Computer Science, Information Technology, Business, Data Science, or a related field, or demonstrate equivalent practical experience

Preferred Qualifications:

• Design conversational AI, LLM powered experiences, and agent assist solutions across omnichannel customer journeys

• Deploy AI, automation, or advanced analytics solutions at enterprise scale with measurable impact

• Apply knowledge of contact center operations, CX analytics, and customer journey mapping

• Demonstrate familiarity with data governance, privacy regulations, and enterprise security standards

• Influence AI adoption across industries such as Insurance, Healthcare, Financial Services, Retail, or Public Sector

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.  

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.

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

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 [email protected].

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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.