1 day ago
Base Salary
$134k - $236k/yr
Responsibilities
- Own end-to-end technical engagements with strategic customers, translating business challenges and customer experience KPIs into scalable AI solutions.
- Lead discovery, requirements analysis, architecture, integration, deployment, optimization, and value realization across Genesys Cloud, AI, data, automation, and omnichannel customer experience.
- Design reference architectures, integration patterns, data flows, governance approaches, and responsible AI controls for enterprise AI-powered experience orchestration.
- Deliver proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities.
- Guide CRM, ERP, cloud, data, API, and third-party integrations using REST APIs, event-driven architectures, JSON, and LLM services.
- Advise executives and senior technical leaders, lead architecture and process redesign workshops, and build customer AI maturity through knowledge transfer and reusable accelerators.
- Evaluate deployed solutions against customer KPIs, tune performance, identify expansion opportunities, and develop roadmaps for sustained business impact.
Requirements
- At least 8 years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms.
- Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer environments.
- Hands-on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or comparable technologies.
- Deep expertise in enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration.
- Experience with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration.
- Understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, enterprise AI integration patterns, data governance, security, privacy, and regulatory requirements.
- Ability to connect technical architecture decisions to business outcomes and customer KPIs while operating independently in ambiguous customer environments.
- Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross-functional enterprise teams.
- Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related discipline, or equivalent practical experience in CX or AI solution delivery.
- Preferred qualifications include customer journey mapping, omnichannel CX process redesign, enterprise change management, AI adoption programs, large-scale transformation, reusable architecture and governance framework development, and industry experience in insurance, healthcare, financial services, retail, or the public sector.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development, mentorship, learning, leadership development, and career growth opportunities.
- Open Time Off plus 10 paid holidays.
- 401(k) matching program.
- Adoption assistance and fertility treatments.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored family programs.
Tech Stack
Categories
Solutions Engineering
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.