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. Mission: Design and lead the implementation of AI-powered 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, architects, and researchers united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered customer experience — not in theory, but in production. We operate across continents and time zones, bringing together deep technical expertise, design thinking, and industry knowledge from telecommunications, financial services, retail, and beyond. Our work spans the full spectrum of the practice: hands-on project delivery, rapid experimentation, applied research, and the development of reusable assets and reference architectures that raise the bar for the entire field. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to push boundaries in the lab and accountable for outcomes in the field. We are now looking for a Solution Architect to join us as a senior technical voice in complex, high-stakes customer programs. If you thrive at the intersection of AI innovation and enterprise architecture, and you want your work to be felt by millions of end users, read on. Key Responsibilities: Solution Architecture Define end-to-end AI solution architectures for customer programs. 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 approve technical 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 and technical design sessions with customers. Provide governance throughout delivery to ensure alignment with the approved architecture. AI & Data Design Design AI use cases including virtual agents, agent copilots, knowledge systems, workflow automation, and analytics solutions. Define data requirements, integration patterns, and AI governance considerations. Ensure responsible AI practices are incorporated into solution designs. Customer Eng