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.
Job Summary:
The AI & Innovation Architect will lead the design, development, and implementation of artificial intelligence solutions and emerging technology initiatives across the LATAM organization. This role is critical in driving digital transformation by identifying opportunities to apply AI, automation, and other advanced technologies to enhance business processes, elevate customer experience, and deliver measurable value to our clients.
At Genesys, we're transforming the customer experience landscape with empathy, AI innovation, and global impact. Join our global team redefining how companies connect with their customers.
Responsibilities:
Lead the design and delivery of AI and innovation-focused solutions, ensuring alignment with business objectives and enterprise architecture standards
Evaluate, recommend, and implement emerging technologies to support digital transformation initiatives
Collaborate with cross-functional stakeholders such as Solutions Consultants, Account Executives, Customer Success Managers, and Partner Managers to define requirements, build business cases, and ensure successful AI solution adoption
Oversee proof-of-concept development, prototyping, and transition to scalable production environments
Ensure compliance with data governance, security, and regulatory standards in all AI/innovation initiatives
Establish and maintain technical frameworks, standards, and best practices for AI solution development and deployment
Provide technical leadership to engineering and product teams on AI adoption and integration
Manage relationships with technology partners and research institutions to support innovation objectives
Monitor industry trends and assess their relevance to LATAM’s strategic priorities
Minimum Requirements:
10+ years of professional experience in technology architecture, AI/ML, or related fields
Proven experience designing, developing, and deploying enterprise-scale AI or machine learning solutions
Proficiency in AWS and modern data/AI technologies
Strong knowledge of machine learning, natural language processing, and generative AI techniques
Solid understanding of data security, governance, and compliance requirements
Demonstrated ability to lead cross-functional projects in complex environments
Excellent analytical and problem-solving skills with actionable recommendation capabilities
Excellent written and verbal communication skills, fluent in Portuguese, Spanish, and English
Bachelor’s degree in Computer Science, Engineering, or related field; Master’s preferred
Preferred Qualifications:
Familiarity with design thinking, agile methodologies, and innovation frameworks
Experience in automation technologies (e.g., RPA, intelligent workflows) and Agentic AI solutions
Knowledge of ethical and responsible AI practices applied to CX/EX
Experience working with external stakeholders including vendors, partners, and industry associations
Demonstrated record of professional contributions such as publications or conference presentations in AI and emerging tech
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
