Lead AI Solutions Architect, Customer Success

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Be the one growing faster in the AI era. At Genesys, we're building a high-performance workplace designed for people who want to grow quickly, do meaningful work and build lasting careers in AI. Location North America Mission: Design and lead the implementation of AI-powered digital customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness. Our Professional Services organization is where AI strategy meets delivery. We are a globally distributed team of consultants and architects united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered digital customer experience — not in theory, but in production. We operate across regions and time zones, bringing together deep technical expertise, design thinking, and industry knowledge. Our work spans hands-on project delivery, rapid experimentation, applied AI, and the development of reusable assets and reference architectures that raise the bar for the entire practice. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to explore emerging technologies while remaining accountable for successful customer outcomes. We are now looking for a Lead AI Solutions Architect based in the North America to join us as a senior technical voice in complex customer programs. If you thrive at the intersection of AI innovation, digital customer engagement, and enterprise architecture, and you want your work to have a direct impact on customer experiences, read on. Key Responsibilities: Solution Architecture • Define end-to-end AI-powered digital solution architectures for customer programs. • Design solutions across Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities. • Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies. • Establish architectural standards for scalability, resilience, security, and maintainability. • Review and provide technical guidance on solution designs produced by project teams. Technical Leadership • Serve as the technical authority for assigned customer engagements. • Guide consultants and implementation teams through complex technical challenges. • Lead architecture workshops, discovery sessions, and technical design discussions with customers. • Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements. AI & Digital Design • Design AI use cases including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enabled digital experiences. • Design customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing. • Define data requirements, integration patterns, and AI governance considerations. • Ensure responsible AI practices are incorporated into solution designs. • Evaluate emerging Genesys Cloud Digital and AI capabilities and determine how they can be applied to customer use cases. Customer Engagement • Advise customer technical stakeholders on architecture decisions and trade-offs. • Translate customer business requirements and digital use cases into practical technical solutions. • Present technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders. • Build trusted-advisor relationships with customer technical teams. • Identify technical risks, dependencies, and scope concerns early and communicate them clearly to project leadership. Practice Contribution • Contribute reusable assets, reference architectures, implementation patterns, and best practices. • Mentor consultants and senior consultants. • Support presales activities for complex Digital and AI opportunities. • Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities continue to evolve. Typical Scope • Large enterprise customer implementations • Complex Digital and AI programs • Single strategic programs or multiple concurrent customer engagements • Technical lead for major Digital deployments • Influences project and account-level technical decisions Qualifications: • 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant experience in Digital, AI, conversational AI, or CX platforms. • Hands-on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs. • Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels. • Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation. • Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns. • Solid understanding of cloud architecture patterns across AWS, Azure, or GCP. •