24 hours ago
Remote, CanadaStaff+
Base Salary
$136k - $179k/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 CX.
- Design reference architectures, integration patterns, data flows, and governance approaches for enterprise AI-powered experience orchestration.
- Lead architecture, process-redesign, customer-journey, and workflow workshops across digital and voice channels.
- Build rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities.
- Guide integrations with CRM, ERP, cloud, data, API, and third-party ecosystems using event-driven architectures, JSON, and LLM services.
- Evaluate post-launch performance against customer KPIs, tune solutions, identify expansion opportunities, and develop sustained-value roadmaps.
- Influence technical direction across Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and related teams.
- Incorporate security, privacy, governance, safety, and compliance controls into responsible AI architectures.
- Advise customers, transfer knowledge, document reusable accelerators, and enable customer teams to operate and expand solutions independently.
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 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, including advising 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 qualifications include customer-journey mapping, omnichannel CX, process redesign, change management, AI adoption programs, large-scale transformation, reusable architecture development, AI governance frameworks, and industry experience in insurance, healthcare, financial services, retail, or the public sector.
Benefits
- Comprehensive extended group health coverage.
- Generous paid time off, including vacation and personal leave.
- Retirement savings program with employer RRSP matching up to a prescribed maximum.
- Family-friendly benefits including parental-leave top-up and adoption assistance.
- Learning resources, mentorship, leadership development, education support, and internal mobility programs.
- Flexible-first working culture, paid volunteer time, August Free Fridays, and well-being resources.
- The role is based in Canada and supports customers across Canada; working arrangements are described as flexible-first.
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.