1 day ago
Base Salary
$134k - $236k/yr
Responsibilities
- Own end-to-end technical engagements with strategic customers from discovery and requirements analysis through architecture, integration, deployment, optimization, and expansion.
- Design scalable AI-powered experience orchestration solutions across Genesys Cloud, conversational AI, automation, data, omnichannel CX, and enterprise platforms.
- Prioritize AI initiatives by business value, feasibility, effort, and adoption potential, helping customers move from experimentation to production.
- Create reference architectures, integration patterns, data flows, and governance approaches for enterprise AI solutions.
- Lead architecture, process-redesign, customer journey, and workflow workshops across digital and voice channels.
- Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities.
- Integrate Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems using REST APIs, event-driven architectures, JSON, and LLM services.
- Evaluate post-launch performance against customer KPIs, tune solutions, identify expansion opportunities, and create value-realization roadmaps.
- Influence technical direction across Customer Success, Innovation, Solution Consulting, Professional Services, Product, Support, and related teams.
- Incorporate security, privacy, governance, safety, compliance, PCI, and HIPAA controls into responsible AI architectures.
- Advise customer executives and technical leaders, transfer knowledge, document reusable accelerators, and enable customer teams to operate and expand solutions.
Requirements
- 10+ 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, and enterprise AI integration patterns.
- Working knowledge of data governance, security, privacy, and regulatory requirements for enterprise AI and customer experience environments.
- Ability to connect technical architecture decisions to business outcomes and customer KPIs.
- Excellent communication and stakeholder engagement skills with senior technical leaders, business executives, and cross-functional enterprise teams.
- Ability to operate independently and exercise sound technical judgment in ambiguous, fast-moving customer environments.
- 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 experience includes customer journey mapping, omnichannel CX, process redesign, change management, AI adoption programs, large-scale transformation, reusable reference architectures, technical accelerators, AI governance frameworks, and relevant industry verticals.
Benefits
- Market-competitive base compensation of $134,300.00-$236,100.00, with possible commission or performance-based bonus eligibility.
- Medical, dental, vision, and telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development, mentorship, learning, leadership development, education support, 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.
- Flexible-first culture with global collaboration.
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.