3 days ago
Responsibilities
- Lead technical discovery, architecture, whiteboarding, customized demonstrations, trial engagements, and value assessments for complex enterprise opportunities.
- Own end-to-end enterprise voice architecture covering SIP trunking, WebRTC, Session Border Controllers, media paths, codecs, transcoding, failover, and carrier interconnect.
- Drive network architecture across OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, QoS, and firewall concepts.
- Architect VDI and AWS solutions for contact center and remote-agent environments.
- Design API and integration architectures using RESTful APIs, webhooks, event-driven patterns, authentication, and error handling.
- Architect production-ready AI solutions using LLMs, deterministic workflows, tools, orchestration, human handoffs, fallback strategies, RAG, and enterprise knowledge architectures.
- Establish AI evaluation and observability frameworks covering accuracy, retrieval quality, tool-call performance, containment, safety, drift, latency, and cost.
- Design contextual experiences using customer data, interaction history, conversation state, model selection, caching, context management, throughput, and reliability optimization.
- Connect Genesys Cloud AI capabilities with MCP, A2A, and practical enterprise use cases.
- Translate field insights into product guidance, participate in beta testing, and create reusable blueprints, accelerators, workshops, and training.
- Provide technical escalation support, support RFI/RFP and contracting activities, and represent Genesys at industry events.
Requirements
- Deep hands-on expertise in SIP trunking design and troubleshooting, WebRTC, and Session Border Controllers, including SIP signaling, media negotiation, and carrier integration.
- Strong knowledge of OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, routing, QoS, and firewall concepts for real-time media.
- Experience architecting and supporting VDI environments for contact center and remote-agent populations.
- Strong AWS architecture expertise, including EC2, Lambda, and EventBridge.
- Deep experience with RESTful APIs, event-driven architecture, authentication patterns, and complex enterprise integration.
- Ability to defend architectural tradeoffs involving security, reliability, scalability, latency, cost, and enterprise requirements.
- Ability to communicate complex architecture decisions to technical, sales, executive, CIO, CTO, and other senior technical stakeholders.
- Willingness to travel approximately 50% of the time.
- Preferred: 7+ years of relevant technical experience, including 5+ years in solutions engineering, technical presales, or technical services.
- Preferred: Bachelor's degree in Electrical Engineering, Computer Science, or a related field.
- Preferred: Hands-on experience with machine learning, NLU/NLP, retrieval systems, LLMs, orchestration, tool use, and agentic AI.
- Preferred: Experience designing real-time enterprise systems with secure data access, reliability controls, fallback paths, and failure handling.
- Preferred: Proficiency with Cursor, OpenAI Codex, Kiro, or comparable AI-assisted development tools.
- Preferred: Strong technical demonstration, presentation, executive communication, and stakeholder-influence skills.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development, career growth, mentorship, learning, leadership development, and education support.
- Open Time Off, 10 paid holidays, paid volunteer time, and August Free Fridays.
- 401(k) matching program.
- Adoption assistance and fertility treatments.
- Well-being resources and regionally tailored programs for employees and families.
- United States role with approximately 50% travel.
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.