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.
The Principal AI Solutions Architect is a senior technical leader within the Self-Service and Artificial Intelligence Professional Services team, responsible for architecting and delivering highly customized self-service, IVR, conversational AI, generative AI, and agentic virtual agent solutions across Genesys platforms. This role combines solution architecture, hands-on development, technical consulting, Agile leadership, and end-to-end delivery to help customers create exceptional experiences using Genesys technologies and complementary AI platforms, including Google and Amazon technologies.
Key Responsibilities
- Lead strategically important customer initiatives from solution architecture and technical design through development, testing, deployment, and knowledge transfer.
- Architect scalable self-service, IVR, conversational AI, generative AI, and agentic virtual agent solutions aligned with customer requirements and Genesys design best practices.
- Facilitate customer workshops to translate business and technical requirements into effective conversational experiences, call flows, routing strategies, and AI-enabled solutions.
- Design, develop, and maintain IVR applications, NLU intent-based bots, virtual agents, agentic virtual agents, and routing applications supporting DTMF, voice, and digital interactions.
- Define and optimize ASR grammars and lead tuning activities to improve speech-recognition performance and customer experience.
- Integrate Genesys solutions with external systems, APIs, web services, bot platforms, and supporting application components.
- Develop accurate implementation estimates in partnership with Professional Services project managers, regional leaders, and technical teams.
- Solve complex and unique technical challenges requiring conceptual thinking, broad technical judgment, and evaluation of multiple architectural approaches.
- Partner with Product Owners, Scrum Masters, and cross-functional teams to define user stories and lead delivery of Self-Service and AI epics involving IVR, routing, bots, and AI capabilities.
- Lead technical delivery for Self-Service and AI engagements, providing architectural direction and helping teams apply development, integration, testing, and deployment best practices.
- Present and demonstrate proposed solutions to technical and business stakeholders, clearly communicating architecture, functionality, tradeoffs, and business impact.
- Create and execute test strategies and scripts for conversational flows, routing logic, integrations, and other application functionality while using Genesys logging and reporting capabilities to support QA and UAT.
- Deliver customer training and knowledge transfer to enable successful adoption, operation, and ongoing enhancement of implemented solutions.
- Advise customers on technical architecture, implementation strategy, development standards, deployment practices, and key delivery outcomes.
- Collaborate effectively across a global organization while respecting cultural, language, and time-zone differences.
- Partner with Genesys Product and Engineering teams by providing actionable feedback on APIs, products, documentation, architectures, and implementation experiences.
- Demonstrate flexibility in working hours when needed to support U.S. customers, project milestones, and global team collaboration.
- Embrace Empathy by understanding customer needs and designing solutions that improve customer and employee experiences.
- Fly in Formation by collaborating across Professional Services, Product, Engineering, project teams, partners, and customers to deliver successful outcomes.
- Go Big by identifying innovative ways to apply conversational, generative, and agentic AI technologies to solve complex customer experience challenges.
Minimum Qualifications
- Bring 10 or more years of experience designing, developing, or delivering commercial IVR, routing, conversational bot, or related customer experience applications.
- Bring 5 or more years of experience developing voice and/or digital bots using platforms such as Google Dialogflow, Amazon Lex, or comparable conversational AI technologies, including webhook or fulfillment development.
- Demonstrate experience architecting IVR applications and their supporting components, including telephony, web services, caching, prompt servers, ASR, integrations, and operational diagnostics.
- Demonstrate practical knowledge of generative AI and agentic AI technologies and their effective application to customer experience use cases.
- Demonstrate experience in customer-facing technical consulting, including navigating complex customer situations and serving as a trusted technical advisor.
- Apply strong software development and integration skills using relevant development technologies and APIs.
- Apply experience with advanced speech-recognition technologies, including ASR grammar definition and tuning.
- Exercise independent judgment when solving complex technical challenges and determining appropriate methods, technologies, and architectural approaches.
- Lead work independently while collaborating effectively with technical teams, business stakeholders, customers, and partners.
- Communicate complex technical concepts clearly to both technical and business audiences through strong written and verbal English communication skills.
- Work primarily during U.S. business hours and demonstrate flexibility when customer or global team requirements require schedule adjustments.
Preferred Qualifications
- Bring a bachelor’s or master’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Demonstrate hands-on experience developing and deploying solutions using Genesys Cloud and Genesys technologies such as Architect, Dialog Engine, Composer, Designer, and Intelligent Automation.
- Demonstrate experience with Google Dialogflow and/or Amazon Lex in production environments.
- Apply programming experience with languages such as Java, C#, PHP, or comparable development languages.
- Bring relevant Genesys, Google Cloud Platform, or AWS certifications.
- Demonstrate experience tuning conversational bots, intents, NLU models, and related conversational AI components.
- Apply experience with generative AI architectures, orchestration patterns, or agentic AI solutions in enterprise environments.
- Communicate professionally in additional languages to support customers and teams across global markets.
Impact and Growth
As a Principal AI Solutions Architect, you will have the opportunity to influence how some of Genesys’ most sophisticated customers adopt emerging conversational and AI technologies. You will combine deep technical expertise with customer consulting and architectural leadership, helping teams turn complex requirements into scalable customer experience solutions. The role provides opportunities to shape delivery practices, mentor and educate technical teams, influence product direction through field insights, and expand the use of generative and agentic AI across customer engagements.
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$135,600.00 - $238,600.00
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Click here to view a summary overview of our Benefits.
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.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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:
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.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
