Senior Technical Architect – AI

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.
Architect the foundation for how enterprise organizations adopt and scale artificial intelligence to transform customer experience and operational performance. This role shapes how AI capabilities are translated into real business value, influencing how global brands design, deploy, and optimize intelligent customer engagement solutions. At Genesys, we are advancing AI-driven experiences that improve how businesses connect with their customers in meaningful, measurable ways, and this role plays a central part in that mission. You will operate at the intersection of product innovation, customer strategy, and technical execution, partnering with senior leaders to align AI architecture with business outcomes. The position offers visibility across enterprise initiatives and the opportunity to drive innovation at scale while expanding expertise in next-generation AI technologies.
Key Responsibilities:
Lead the design of scalable AI architectures that enable enterprise customers to deploy high-impact customer experience solutions
Translate complex AI capabilities into measurable business outcomes such as improved customer satisfaction, reduced operational costs, and increased automation efficiency
Drive alignment between product, engineering, and customer-facing teams to ensure successful AI solution adoption and long-term value realization
Partner with senior stakeholders to shape AI strategies, influence roadmap direction, and guide enterprise-level decision making
Develop reusable solution frameworks, accelerators, and prototypes that speed up deployment and improve consistency across implementations
Deliver compelling technical demonstrations and solution narratives that clearly communicate AI value to both technical and business audiences
Establish best practices for AI lifecycle management, including testing, deployment, monitoring, governance, and continuous optimization
Enable integration of AI solutions within complex enterprise ecosystems, ensuring scalability, performance, and interoperability
Required Qualifications:
8+ years of experience working with artificial intelligence technologies such as LLMs, NLU, NLP, prompt engineering, or related frameworks
Demonstrated success designing and delivering AI-driven solutions for enterprise customers
Strong experience presenting technical architectures and influencing both technical and executive stakeholders
Proven track record of leading cross-functional initiatives across product, engineering, sales, and customer success teams
Deep understanding of AI implementation lifecycle, including integration, deployment, and optimization
Experience with AI governance, data privacy, security, and responsible AI practices
Ability to translate complex technical concepts into clear business value for diverse audiences
Strong problem-solving, communication, and stakeholder management skills
Preferred Qualifications:
Experience in customer-facing roles such as Technical Architect, Solution Architect, or AI Architect
Background in SaaS, cloud platforms, customer experience, or contact center technologies
Experience supporting both pre-sales and post-sales technical engagements
Familiarity with Genesys Cloud or similar enterprise customer engagement platforms
Experience integrating AI solutions into enterprise systems and cloud environments
Advanced English proficiency is required.
#LI-Hybrid
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
Reasonable Accommodations:
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