Senior Solution Architect, AI & Platform

Genesys • Toronto, CT

1d

About The Position

Genesys is hiring a Senior Solution Architect, AI & Platform to serve as a technical authority for complex enterprise opportunities. The role owns architecture across telephony, networking, VDI, public cloud, APIs, and AI-powered solutions, including self-service, agent assistance, journey management, and back-office automation. The architect partners with account teams, customers, Professional Services, Product Management, and Engineering to advance strategic opportunities from technical discovery through validation and production pilots.

The position shapes how conversational, generative, and agentic AI capabilities integrate into enterprise environments while meeting requirements for performance, security, resilience, and cost. It includes direct engagement with CIOs, CTOs, and senior technical stakeholders, as well as opportunities to influence Genesys product direction and expand Solution Consulting capabilities through reusable architecture patterns, technical enablement, and field insights. The role requires approximately 50% travel.

Requirements

• Deep hands-on expertise in SIP trunking design and troubleshooting, WebRTC, and Session Border Controllers, including SIP signaling, media negotiation, and carrier integration.
• Strong background in OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, routing, QoS, and firewall concepts affecting real-time media performance.
• Demonstrated experience architecting and supporting VDI environments for contact center and remote-agent populations.
• Strong AWS architecture expertise, including EC2, Lambda, and EventBridge, and ability to evaluate and justify decisions involving scalability, resilience, performance, and cost.
• Deep experience with RESTful APIs, event-driven architecture, authentication patterns, and complex enterprise system integration.
• Ability to make and defend architectural tradeoffs involving security, reliability, scalability, latency, cost, and enterprise requirements.
• Ability to communicate complex architecture decisions to technical, sales, and executive stakeholders.
• Ability and willingness to travel approximately 50% of the time.

Nice To Haves

• 7+ years of relevant technical experience, including 5+ years in solutions engineering, technical presales, or technical services; contact center industry experience is strongly preferred.
• Bachelor's degree in Electrical Engineering, Computer Science, or a related field.
• Hands-on experience architecting enterprise AI solutions across machine learning, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic AI.
• Architectural judgment across model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk.
• Experience designing real-time enterprise systems with secure data access, reliability controls, fallback paths, and failure handling.
• Proficiency with AI-assisted development tools such as Cursor, OpenAI Codex, Kiro, or comparable platforms for rapid prototyping, integration work, and technical demonstrations.
• Ability to deliver compelling technical demonstrations and presentations connecting architecture decisions to customer and business value.
• Strong executive communication and presence, with experience influencing CIOs, CTOs, and other senior technical stakeholders alongside sales teams.

Responsibilities

• Lead technical discovery, architecture, whiteboarding, customized demonstrations, trial engagements, and value assessments for complex enterprise opportunities.
• Own end-to-end enterprise voice architecture, including SIP trunking, WebRTC, Session Border Controllers, media paths, codec strategy, transcoding, failover, and carrier interconnect.
• Drive network architecture decisions involving OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, QoS, and firewall concepts, connecting infrastructure choices to voice quality, latency, and reliability outcomes.
• Architect VDI and AWS solutions, including EC2, Lambda, and EventBridge, for contact center and remote-agent environments.
• Design API and integration architectures using RESTful APIs, webhooks, event-driven patterns, authentication, and error handling.
• Architect production-ready AI solutions combining LLMs, deterministic workflows, tools, orchestration, human handoffs, and fallback strategies.
• Design scalable RAG and enterprise knowledge architectures, including content structuring, chunking, embeddings, ranking, retrieval, and trusted knowledge integration.
• Establish AI evaluation and observability frameworks that connect accuracy, retrieval quality, tool-call performance, containment, safety, drift, latency, and cost with customer and business outcomes.
• Engineer contextual experiences using real-time customer data, interaction history, and conversation state while optimizing model selection, caching, context management, throughput, reliability, and cost.
• Connect Genesys Cloud AI capabilities and interoperability approaches such as MCP and A2A to practical enterprise use cases and measurable customer outcomes.
• Translate field insights into actionable guidance for Product Management and Engineering and participate in beta testing of emerging cloud capabilities.
• Expand technical capability across Solution Consulting, partners, and account teams through reusable blueprints, accelerators, workshops, training, technical escalation support, and collaboration with Genesys Customer Care.
• Represent Genesys at industry events and support RFI/RFP and contracting activities by connecting architectural decisions to technical requirements and business value.

Benefits

• Medical, dental, and vision insurance.
• Telehealth coverage.
• Flexible work schedules and work-from-home opportunities.
• Development and career growth opportunities, including mentorship, learning programs, leadership development, and education support.
• Open Time Off.
• 10 paid holidays.
• 401(k) matching program.
• Adoption assistance.
• Fertility treatments.
• Paid volunteer time.
• August Free Fridays.
• Well-being resources and regionally tailored programs for employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior