Principal AI Solutions Architect

Genesys • Virtual Office (Florida), FL

1d • $135,600 - $238,600 • Hybrid

About The Position

The Principal AI Solutions Architect is a senior technical leader within the Self-Service and Artificial Intelligence Professional Services team, responsible for architecting and delivering highly customized self-service, IVR, conversational AI, generative AI, and agentic virtual agent solutions across Genesys platforms. This role combines solution architecture, hands-on development, technical consulting, Agile leadership, and end-to-end delivery to help customers create exceptional experiences using Genesys technologies and complementary AI platforms, including Google and Amazon technologies.

Requirements

• 10 or more years of experience designing, developing, or delivering commercial IVR, routing, conversational bot, or related customer experience applications.
• 5 or more years of experience developing voice and/or digital bots using platforms such as Google Dialogflow, Amazon Lex, or comparable conversational AI technologies, including webhook or fulfillment development.
• Experience architecting IVR applications and their supporting components, including telephony, web services, caching, prompt servers, ASR, integrations, and operational diagnostics.
• Practical knowledge of generative AI and agentic AI technologies and their effective application to customer experience use cases.
• Experience in customer-facing technical consulting, including navigating complex customer situations and serving as a trusted technical advisor.
• Strong software development and integration skills using relevant development technologies and APIs.
• Experience with advanced speech-recognition technologies, including ASR grammar definition and tuning.
• Independent judgment when solving complex technical challenges and determining appropriate methods, technologies, and architectural approaches.
• Ability to lead work independently while collaborating effectively with technical teams, business stakeholders, customers, and partners.
• Clear communication of complex technical concepts to both technical and business audiences through strong written and verbal English communication skills.
• Work primarily during U.S. business hours and demonstrate flexibility when customer or global team requirements require schedule adjustments.

Nice To Haves

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Hands-on experience developing and deploying solutions using Genesys Cloud and Genesys technologies such as Architect, Dialog Engine, Composer, Designer, and Intelligent Automation.
• Experience with Google Dialogflow and/or Amazon Lex in production environments.
• Programming experience with languages such as Java, C#, PHP, or comparable development languages.
• Relevant Genesys, Google Cloud Platform, or AWS certifications.
• Experience tuning conversational bots, intents, NLU models, and related conversational AI components.
• Experience with generative AI architectures, orchestration patterns, or agentic AI solutions in enterprise environments.
• Professional communication in additional languages to support customers and teams across global markets.

Responsibilities

• Lead strategically important customer initiatives from solution architecture and technical design through development, testing, deployment, and knowledge transfer.
• Architect scalable self-service, IVR, conversational AI, generative AI, and agentic virtual agent solutions aligned with customer requirements and Genesys design best practices.
• Facilitate customer workshops to translate business and technical requirements into effective conversational experiences, call flows, routing strategies, and AI-enabled solutions.
• Design, develop, and maintain IVR applications, NLU intent-based bots, virtual agents, agentic virtual agents, and routing applications supporting DTMF, voice, and digital interactions.
• Define and optimize ASR grammars and lead tuning activities to improve speech-recognition performance and customer experience.
• Integrate Genesys solutions with external systems, APIs, web services, bot platforms, and supporting application components.
• Develop accurate implementation estimates in partnership with Professional Services project managers, regional leaders, and technical teams.
• Solve complex and unique technical challenges requiring conceptual thinking, broad technical judgment, and evaluation of multiple architectural approaches.
• Partner with Product Owners, Scrum Masters, and cross-functional teams to define user stories and lead delivery of Self-Service and AI epics involving IVR, routing, bots, and AI capabilities.
• Lead technical delivery for Self-Service and AI engagements, providing architectural direction and helping teams apply development, integration, testing, and deployment best practices.
• Present and demonstrate proposed solutions to technical and business stakeholders, clearly communicating architecture, functionality, tradeoffs, and business impact.
• Create and execute test strategies and scripts for conversational flows, routing logic, integrations, and other application functionality while using Genesys logging and reporting capabilities to support QA and UAT.
• Deliver customer training and knowledge transfer to enable successful adoption, operation, and ongoing enhancement of implemented solutions.
• Advise customers on technical architecture, implementation strategy, development standards, deployment practices, and key delivery outcomes.
• Collaborate effectively across a global organization while respecting cultural, language, and time-zone differences.
• Partner with Genesys Product and Engineering teams by providing actionable feedback on APIs, products, documentation, architectures, and implementation experiences.
• Demonstrate flexibility in working hours when needed to support U.S. customers, project milestones, and global team collaboration.
• Embrace Empathy by understanding customer needs and designing solutions that improve customer and employee experiences.
• Fly in Formation by collaborating across Professional Services, Product, Engineering, project teams, partners, and customers to deliver successful outcomes.
• Go Big by identifying innovative ways to apply conversational, generative, and agentic AI technologies to solve complex customer experience challenges.

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: Principal
• Education Level: Associate degree