Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
AI has shifted from a feature set to a platform-level capability in enterprise SaaS, and Genesys Cloud sits squarely in that category as a customer experience and contact center product with broad integration needs. This role stands out because it operates at the intersection of AI product direction and field execution, translating evolving capabilities like agentic assistants into real deployment patterns across varied customer environments in EMEA.
For a SaaS career, the value is in learning how AI moves from roadmap to repeatable adoption. Work that spans prototyping, technical discovery, demos, and integration guidance builds fluency in the mechanics of scaling AI within a multi-tenant cloud offering, including stakeholder alignment, value framing, and feedback loops that influence what gets built next. That combination tends to transfer well across SaaS companies where solution architecture is a lever for both product-market fit and expansion.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
The Genesys AI Solution Architect serves as a critical connector between Genesys AI product management and customer-facing teams, enabling the field organization with the expertise, assets, and guidance required to position and deliver Genesys AI solutions — including Agentic Virtual Agents—effectively. In addition, the AI Architect will help drive ACV growth by engaging in sales cycles with strategic technical leadership and differentiated AI expertise. This role requires a blend of deep AI technical acumen, exceptional communication skills, and the ability to translate complex capabilities into clear, actionable business value.
Key Responsibilities:
Leverage expert-level knowledge of Genesys AI capabilities — including predictive AI, Agentic Virtual Agents & Copilot —to articulate and demonstrate product value to customers and prospects.
Design and rapidly prototype innovative AI use cases, accelerators, and solution patterns that highlight the differentiated value of Genesys AI.
Support pre-sales activities such as presenting the Genesys AI vision, technical discovery, solution design, product demonstrations, sandbox/trial engagements, AI integration guidance, and value assessments.
Provide technical feedback and strategic insights to Product Management on AI product design, implementation considerations, and customer-driven enhancements.
Develop engaging technical assets, deep-dive demonstrations, workshops and other content to support and enable Genesys and partner field teams.
Influence CIO/CTO-level stakeholders and position Genesys — particularly its AI and Agentic Virtual Agent capabilities — as integral to an organization’s broader IT and transformation strategy.
Requirements:
Intellectual Curiosity: A genuine passion for rapidly learning and unlearning in a field that evolves on a weekly basis serving as the focal point for technical intelligence, actively tracking the AI landscape (Big Techs, emerging startups, and the Open Source community) to anticipate disruptions and identify business opportunities.
Hands-on experience with modern AI technologies, including ML, NLU/NLP, LAMs, and advanced prompt engineering techniques.
Strong ability to create, deliver, and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact.
Demonstrated success partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning.
Expertise in integrating Genesys AI solutions (or other AI solutions) with customer technology ecosystems and the broader Genesys Cloud platform.
Ability to identify opportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency.
Strong understanding of AI architecture components—including A2A, MCP, and related platform services—and how they interact with AI and Agentic Virtual Agent capabilities.
Proven ability to influence CIO/CTO decision-makers.
Fluency in English and other languages as a plus.
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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.
