Why This Job is Featured on The SaaS Jobs
This Senior Technical Architect role sits at the intersection of AI product capability and real-world SaaS adoption, within an established cloud platform focused on experience orchestration. In the SaaS ecosystem, that combination matters because AI features only become durable differentiators when they are implementable, measurable, and repeatable across varied customer environments. The remit here signals work across both product direction and field enablement, a common pattern in mature SaaS companies scaling complex capabilities beyond early adopters.
From a career standpoint, the position builds a portfolio around applied AI architecture in a multi-tenant cloud context, including integration design, deployment practices, and operational considerations. It also develops the ability to translate between product management, services, and customer-facing technical teams, a transferable skill set in SaaS where roadmap decisions and implementation feedback loops are tightly coupled. Creating blueprints, prototypes, and best practices is particularly relevant for professionals aiming to influence how AI is packaged and delivered at scale.
This role is best suited to architects who enjoy ambiguity at the boundary of product and delivery, and who prefer shaping patterns others can reuse rather than owning a single implementation. It will appeal to professionals who like customer-facing technical leadership while staying close to platform strategy and AI capability evolution.
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 Principal Technical Architect - AI is a strategic role that involves planning and designing the foundational framework that allow business to leverage artificial intelligence technologies effectively, act as the bridge between Genesys' AI product management and customer-facing teams, empowering the field organization with expertise and resources related to Genesys AI products, ensures that Genesys AI implementations support business goals, enhance operational efficiency, and drive technological innovation.
This role demands a combination of deep AI technical knowledge, strong communication skills, and the ability to bridge the gap between complex technology and practical business applications, collaborate with technical and business teams to tailor AI-driven solutions, and oversee the implementation process to ensure that these solutions deliver tangible benefits.
Key Responsibilities:
- Leverage deep technical knowledge of Genesys AI offerings and underlying artificial intelligence technologies to demonstrate product value to customers and prospects.
- Develop technical and blueprint content to support the Customer Success and Services (CSS) organization.
- Assist in pre-sales and post-sales activities, including trial programs, AI integration methods, and product value assessments.
- Provide technical guidance to Product Management on AI product design, implementation, and integration based on customer feedback and needs.
- Ideate, solution, and develop innovative use cases, accelerators, and prototypes leveraging Genesys AI.
- Implement best practices for Genesys AI testing, deployment, and maintenance.
Requirements:
- Proven practical experience with AI technologies like LAM, A2A, MCP LLM, NLU, NLP and Prompt Engineering.
- Strong ability to create and seamlessly deliver compelling product demonstrations, technical presentations and lead discussions on AI integration points.
- Proven ability to lead and manage projects with cross-functional teams.
- Strong communication skills to effectively collaborate with various stakeholders
- Critical thinking, problem-solving and collaborative mindset skills are essential
- Expertise in integrating Genesys AI solutions with customers' existing technologies and Genesys Cloud solutions.
- Ability to recognize opportunities for process improvement and recommend effective AI-driven solutions.
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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.
