24 hours ago
Base Salary
$134k - $236k/yr
Responsibilities
- Own end-to-end technical engagements with strategic customers and connect solution architecture decisions to business outcomes and customer KPIs.
- Lead discovery, requirements analysis, architecture, integration, deployment, optimization, and process redesign across Genesys Cloud, AI, data, automation, and omnichannel customer experience.
- Prioritize AI initiatives and guide customers from experimentation through production deployment, adoption, and sustained value realization.
- Design reference architectures, integration patterns, data flows, and governance approaches for enterprise AI-powered experience orchestration.
- 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, tune solutions, identify expansion opportunities, and develop roadmaps for continued business impact.
- Influence cross-functional delivery teams, advise senior customer stakeholders, transfer knowledge, document reusable accelerators, and promote responsible AI controls including security, privacy, safety, compliance, PCI, and HIPAA requirements.
Requirements
- 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.
- Strong 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 while advising senior technical leaders, executives, and cross-functional 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 qualifications include customer journey mapping, omnichannel CX process redesign, enterprise change management, AI adoption programs, large-scale transformation, reusable reference architectures, technical accelerators, AI governance frameworks, and 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; the role is remote and US-based.
- Development, career growth, mentorship, learning programs, 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.
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.