About the Role
Title: AI-Powered Contact Center Solutions Architect
Location: Arizona United States
Job Description:
Illinois, USA
Massachusetts, USA
North Carolina, USA
Washington, USA
Georgia, USA
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time type
Full time
posted on
Posted 25 Days Ago
job requisition id
JR104850
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Location: This is a US-based and work from home opportunity. The job is not limited to the locations advertised.
Genesys is seeking a highly skilled and experienced Contact Center Solutions Architect with institutional knowledge of AI services and capabilities to join our dynamic team. As a key member of our Professional Services group, you will lead the strategic solutioning efforts within our AI ecosystem, providing broad and deep expertise in technology to enable our customers to deliver on our Experience as a Service vision. In this role, you will design cutting-edge CCaaS solutions using the Genesys Cloud CX Platform integrated with advanced AI capabilities. You will collaborate closely with cross-functional teams to deliver scalable, reliable, and innovative solutions that meet the evolving needs of our organization and our customers.
The role requires broad technical understanding, strong spoken and visual presentation skills, and the ability to create and deliver highly customized demonstrations. You will position our delivery services for customers and prospects, becoming the expert in the room.
Key Responsibilities:
Technical Leadership:
- Act as the subject matter expert on Genesys solutions, leading technical, business, and architectural discussions with customers, account teams, and Professional Services Delivery leads.
Architecture Design:
- Design and develop comprehensive architecture for CCaaS solutions incorporating AI technologies such as Conversational AI, machine learning, chatbots, Agent Assist, Co-Pilots, Knowledge surfacing, and other AI technologies from the Genesys product portfolio.
Solution Implementation:
- Provide technical oversight throughout the entire implementation project lifecycle, ensuring alignment with architectural standards and best practices once deals are closed.
Innovation and Research:
- Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI. Contribute to ongoing innovation initiatives and drive innovation through the development of CX Cloud blueprints and accelerators.
Collaboration:
- Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals. Engage with Product Management to influence product direction.
Documentation and Communication:
- Prepare and maintain architectural documentation, diagrams, and technical specifications. Communicate complex technical concepts effectively to both technical and non-technical stakeholders. Provide training and mentoring to the broader Professional Services organization.
Requirements:
- 8 plus years of Contact Center industry experience, with a track record in solutions engineering/technical services/pre-sales.
- Proven experience designing and implementing CCaaS solutions in a cloud-based environment.
- Deep understanding of AI technologies such as NLP, machine learning frameworks, and AI-driven analytics.
- Ability to address complex technical and selling situations with proposed resolutions.
- Strong proficiency in programming languages such as Java, Python, or similar, and familiarity with cloud platforms (AWS, Azure, Google Cloud).
Additional Technical Skills (not all required):
- Experience with AWS AI services such as Lex v2, Bedrock, Kendra, and SageMaker, or cloud AI equivalents.
- Certifications in relevant technologies (AWS Certified Solutions Architect, Google Professional Cloud Architect, etc.).
- Practical technical knowledge of a wide solution set of Genesys solutions and cloud technologies.
- Working knowledge of NodeJS and/or Python to build AI and data embedding integrations.