Role Overview:
Enterprise organizations are rapidly moving from isolated AI experimentation to scalable, production-grade transformation, and this role is central to making that shift successful. As an Agentic AI Architect, you will bridge customer ambition with execution by designing and delivering AI-powered customer experience solutions that drive measurable business outcomes. At Genesys, we are advancing customer experience through empathy and AI innovation, enabling organizations to create more connected, human interactions at scale.

You will own the end-to-end orchestration of Agentic AI solutions across Genesys Cloud, partnering with senior customer stakeholders to align AI initiatives with KPIs such as containment, customer satisfaction, and cost efficiency. This role combines deep technical expertise with strategic influence, positioning you to shape architecture decisions, guide enterprise adoption, and accelerate time to value.

Working across complex ecosystems that include CRM, ERP, and third-party platforms, you will lead the transition from proof of concept to scalable deployment while ensuring governance, security, and long-term sustainability. You will also play a key role in advancing customer AI maturity, helping organizations build internal capability and continuously evolve their AI strategy.

Key Responsibilities:

Lead end-to-end discovery, design, and delivery of Agentic AI solutions that improve customer experience and business performance
Translate customer KPIs into scalable AI use cases and architectures that increase automation, reduce friction, and improve service outcomes
Design integration patterns and data flows that enable seamless orchestration across Genesys Cloud, enterprise systems, and third-party platforms
Drive alignment between business and technical stakeholders to prioritize high-impact AI initiatives and accelerate adoption
Deliver rapid prototypes, POCs, and MVPs using Genesys Cloud AI Studio, virtual agents, and copilots, ensuring a clear path to production scalability
Optimize AI solutions post-deployment through continuous iteration, improving accuracy, performance, and measurable business impact
Influence enterprise AI strategy by advising on architecture, platform capabilities, and long-term transformation roadmaps
Champion responsible AI practices, ensuring solutions meet U.S. regulatory and security standards such as HIPAA and PCI where applicable

Required Qualifications:

8+ years of experience implementing or consulting on CX, CRM, or AI-driven platforms in enterprise environments
Strong hands-on experience with cloud platforms such as AWS, Azure, or GCP
Proven expertise in APIs, data pipelines, and integration patterns including REST, JSON, and event-driven architecture
Demonstrated ability to translate complex business requirements into scalable technical solutions
Experience with conversational AI, NLP, or AI-powered customer experience platforms
Strong stakeholder management skills, including executive-level communication and influence
Ability to operate independently in fast-paced, ambiguous environments
Solid understanding of data governance, security, and compliance frameworks

Preferred Qualifications:

Experience with Genesys Cloud or comparable contact center platforms
Familiarity with LLM-based solutions, agent-assist technologies, or AI orchestration frameworks
Experience with customer journey mapping and omnichannel experience design
Background supporting digital transformation initiatives at enterprise scale
Industry experience in Financial Services, Healthcare, Insurance, Retail, or Public Sector

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$134,300.00 - $236,100.00

Benefits:

Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

Click here to view a summary overview of our Benefits.

What Happens After You Apply

After you apply, here's what you can typically expect:

Our Talent Acquisition team reviews your application with the hiring team.

A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

Next, you'll meet the hiring manager and other members of the interview team.

We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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