Principal Agentic AI Solutions Architect

Genesys

2d • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees