Why This Job is Featured on The SaaS Jobs
Genesys operates a mature, cloud-native SaaS platform in the customer experience and contact center space, where AI is increasingly embedded into core workflows rather than treated as an add-on. A manager role in AI solution architecture sits at the intersection of productized platform capabilities, enterprise customer needs, and the practical realities of deploying conversational and generative AI in production environments.
For a SaaS career, this kind of position builds durable leverage: shaping reference architectures, setting governance standards, and translating outcomes into repeatable patterns that can be scaled across many deployments. The remit also signals exposure to the full SaaS “field-to-factory” loop, where feedback from customer engagements influences product direction, and where reliability, observability, security, and responsible AI practices are part of the architecture conversation, not afterthoughts.
This role tends to suit professionals who enjoy balancing strategic advisory work with hands-on technical judgment, and who are motivated by enabling others through coaching and standards. It is a strong fit for architects ready to formalize leadership responsibilities while staying close to real customer adoption constraints in a cloud SaaS environment.
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 Manager, AI Solution Architecture leads a team of AI Architects responsible for designing, governing, and enabling innovative AI-powered customer experience solutions across the Genesys ecosystem. This role combines deep expertise in artificial intelligence, conversational AI, customer experience technologies, cloud architecture, and people leadership to drive the successful adoption of AI solutions that deliver measurable business outcomes.
The ideal candidate is a strategic technology leader who can bridge business objectives, AI innovation, and technical execution while developing a high-performing team of architects. This role partners closely with Sales, Product Management, Engineering, Professional Services, Customer Success, and executive stakeholders to accelerate AI transformation initiatives for customers and the organization.
Key Responsibilities:
Leadership & Team Development:
- Lead, mentor, and develop a team of AI Solution Architects, fostering a culture of innovation, collaboration, and technical excellence.
- Establish performance goals, development plans, and career progression paths for team members.
- Drive the adoption of AI architecture standards, best practices, and governance frameworks.
- Support hiring, onboarding, and retention of top AI and cloud architecture talent.
- Promote continuous learning in emerging AI technologies, large language models (LLMs), generative AI, agentic AI, machine learning, and automation.
AI Architecture Strategy:
Customer & Business Engagement:
Cross-Functional Collaboration:
Partner with Product Management, Engineering, Data Science, Professional Services, Customer Success, and Sales organizations.
- Influence AI product direction by providing feedback from customer engagements and market trends.
- Collaborate with internal stakeholders to define reusable AI frameworks, accelerators, and reference architectures.
- Support go-to-market initiatives and thought leadership around AI-driven customer experience innovation.
Operational Excellence:
Define and monitor KPIs related to AI architecture effectiveness, adoption, customer outcomes, and team performance.
- Ensure consistency and quality across AI solution designs and customer engagements.
- Drive operational processes for AI governance, risk management, model lifecycle management, and architecture reviews.
- Promote responsible AI practices, including transparency, security, privacy, compliance, and ethical AI principles.
Required Qualifications:
Bachelor's degree in Computer Science, Engineering, Data Science, Artificial Intelligence, or related field.
- 10+ years of experience in enterprise architecture, solution architecture, AI, cloud technologies, or customer experience platforms.
- 3+ years of leadership experience managing architects, engineers, or technical consulting teams.
- Strong understanding of AI and machine learning concepts, including: Generative AI Large Language Models (LLMs) Conversational AI Agentic AI Systems Retrieval-Augmented Generation (RAG) Prompt Engineering AI Governance and Responsible AI
- Experience designing enterprise-scale AI solutions and cloud-native architectures.
- Knowledge of Genesys Cloud AI capabilities, customer engagement technologies, and contact center transformation initiatives.
- Strong executive communication, stakeholder management, and presentation skills.
Preferred Qualifications:
Experience with AI platforms such as OpenAI, Google Vertex AI, Amazon Bedrock, Microsoft Azure AI, Anthropic, or similar ecosystems.
- Familiarity with vector databases, knowledge management systems, AI orchestration frameworks, and MLOps practices.
- Experience with data architecture, analytics, and enterprise integration patterns.
- Cloud certifications (AWS, Azure, GCP) and AI-related certifications.
- Experience leading AI transformation initiatives in large enterprise environments.
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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.
