Principal PS Consultant, 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.

Job Summary

We are looking for a hands-on AI Solutions Architect with deep expertise in CCaaS solutions and AI-driven technologies. This role is responsible for both designing and delivering AI-powered solutions, ensuring customers realize the full potential of AI within the Genesys Cloud CX platform.

You will work closely with customers, partners, and internal teams to scope, define, and implement AI solutions that enhance customer experience, drive operational efficiency, and provide measurable business impact. Success in this role requires strong technical leadership, solution delivery expertise, and the ability to bridge strategic vision with hands-on execution.

Key Responsibilities

• Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency.
• Design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing into CCaaS environments.
• Lead customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure.
• Develop proof-of-concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs.
• Drive AI deployment projects by working cross-functionally with Professional Services, Engineering, and Product teams to ensure successful execution.
• Provide hands-on technical guidance for AI model integration, chatbot development, automation workflows, and analytics.
• Solve complex technical challenges and optimize AI models post-implementation to enhance accuracy, efficiency, and business impact.
• Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.
• Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.
• Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects.
• Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs.

Requirements:

• 6+ years of experience in the Contact Center industry, with hands-on experience designing and deploying AI-powered CCaaS solutions.
• 3+ years in a solutions engineering, technical services, or customer-facing technical role, with proven experience in AI-driven transformation.
• Expertise in Conversational AI, Natural Language Processing (NLP), Machine Learning, and AI-driven analytics for customer engagement.
• Strong cloud-based architecture experience, with a focus on AWS, Azure, or Google Cloud.
• Proficiency in programming/scripting languages such as Java, Python, or Node.js for AI model deployment and system integrations.
• Proven ability to both sell and execute AI solutions—balancing strategic planning, technical leadership, and hands-on solution delivery.
• Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences.
• Willingness to travel as needed for customer engagements.

Preferred Qualifications:

• Experience with AWS AI services (Lex v2, Bedrock, Kendra, SageMaker).
• Relevant industry certifications (AWS Solutions Architect, Google Professional Cloud Architect, or equivalent).
• Deep knowledge of Genesys Cloud solutions and AI-powered contact center technologies.

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.