Agentic AI Architect

Genesys•Virtual Office (Texas), TX

1d•$134,300 - $236,100•Hybrid

About The Position

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. Role Overview: Enterprise organizations are rapidly moving from isolated AI experimentation to scalable, production-grade transformation, and this role is central to making that shift successful. As an Agentic AI Architect, you will bridge customer ambition with execution by designing and delivering AI-powered customer experience solutions that drive measurable business outcomes. At Genesys, we are advancing customer experience through empathy and AI innovation, enabling organizations to create more connected, human interactions at scale. You will own the end-to-end orchestration of Agentic AI solutions across Genesys Cloud, partnering with senior customer stakeholders to align AI initiatives with KPIs such as containment, customer satisfaction, and cost efficiency. This role combines deep technical expertise with strategic influence, positioning you to shape architecture decisions, guide enterprise adoption, and accelerate time to value. Working across complex ecosystems that include CRM, ERP, and third-party platforms, you will lead the transition from proof of concept to scalable deployment while ensuring governance, security, and long-term sustainability. You will also play a key role in advancing customer AI maturity, helping organizations build internal capability and continuously evolve their AI strategy.

Requirements

8+ years of experience implementing or consulting on CX, CRM, or AI-driven platforms in enterprise environments
Strong hands-on experience with cloud platforms such as AWS, Azure, or GCP
Proven expertise in APIs, data pipelines, and integration patterns including REST, JSON, and event-driven architecture
Demonstrated ability to translate complex business requirements into scalable technical solutions
Experience with conversational AI, NLP, or AI-powered customer experience platforms
Strong stakeholder management skills, including executive-level communication and influence
Ability to operate independently in fast-paced, ambiguous environments
Solid understanding of data governance, security, and compliance frameworks

Nice To Haves

Experience with Genesys Cloud or comparable contact center platforms
Familiarity with LLM-based solutions, agent-assist technologies, or AI orchestration frameworks
Experience with customer journey mapping and omnichannel experience design
Background supporting digital transformation initiatives at enterprise scale
Industry experience in Financial Services, Healthcare, Insurance, Retail, or Public Sector

Responsibilities

Lead end-to-end discovery, design, and delivery of Agentic AI solutions that improve customer experience and business performance
Translate customer KPIs into scalable AI use cases and architectures that increase automation, reduce friction, and improve service outcomes
Design integration patterns and data flows that enable seamless orchestration across Genesys Cloud, enterprise systems, and third-party platforms
Drive alignment between business and technical stakeholders to prioritize high-impact AI initiatives and accelerate adoption
Deliver rapid prototypes, POCs, and MVPs using Genesys Cloud AI Studio, virtual agents, and copilots, ensuring a clear path to production scalability
Optimize AI solutions post-deployment through continuous iteration, improving accuracy, performance, and measurable business impact
Influence enterprise AI strategy by advising on architecture, platform capabilities, and long-term transformation roadmaps
Champion responsible AI practices, ensuring solutions meet U.S. regulatory and security standards such as HIPAA and PCI where applicable