AI & Innovation Architect

The Genesys AI Architect is a senior presales AI specialist who operates across three core motions: driving strategic AI opportunities with customers and sales teams, scaling the field through reusable assets, technical enablement, and coaching, and shaping product and go-to-market direction through real-world customer and field feedback.

Key Responsibilities

• Design end-to-end AI systems for customer experience use cases.
• Architect reliable, production-ready AI solutions that go beyond prompt design, combining LLMs, deterministic workflows, tools, and orchestration layers.
• Define how AI interacts across the full journey (self-service, agent copilot, journey management, and back-office automation), including fallback strategies, human handoff, and failure handling.
• Optimize retrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions where required.
• Design scalable knowledge and r...