1 day ago
Base Salary
$111k - $194k/yr
Responsibilities
- Define end-to-end AI-powered digital solution architectures for enterprise customer programs.
- Design Genesys Cloud digital channel solutions covering Web Messaging, SMS, Email, digital routing, and related capabilities.
- Design integrations among Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies.
- Establish standards for scalability, resilience, security, and maintainability and review project-team solution designs.
- Act as technical authority for customer engagements, guiding consultants and implementation teams through complex challenges.
- Lead customer architecture workshops, discovery sessions, and technical design discussions.
- Design digital virtual agents, bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enabled digital experiences.
- Advise customer stakeholders, translate business requirements into technical solutions, present recommendations, and build trusted-advisor relationships.
- Identify technical risks, dependencies, and scope concerns and communicate them to project leadership.
- Contribute reusable assets, reference architectures, implementation patterns, best practices, internal enablement, and knowledge sharing.
- Mentor consultants and senior consultants and support presales activities for complex Digital and AI opportunities.
Requirements
- 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant Digital, AI, conversational AI, or CX platform experience.
- Hands-on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, especially digital channels, routing, Architect, and developer APIs.
- Experience designing and implementing digital customer experiences using Web Messaging, SMS, Email, digital routing, or comparable messaging channels.
- Experience designing and deploying digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation.
- Strong understanding of REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns.
- Understanding of cloud architecture patterns across AWS, Azure, or GCP.
- Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non-technical stakeholders.
- Ability to troubleshoot complex technical challenges and collaborate across Product, Engineering, Care, project teams, and customer technical organizations.
- Strong communication and customer-facing skills, including translating technical concepts for business audiences and business requirements into technical designs.
- Ability to work in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities.
- Familiarity with responsible AI principles, data governance, and security-by-design practices.
- Genesys Cloud certifications and experience with Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are preferred.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities; the role is listed for North America and marked remote.
- Development and career growth opportunities, including mentorship and learning programs.
- 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, education support, and regionally tailored 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.