Lead AI Solutions Architect – Customer Success

About the role

Be the one building AI‑powered experiences where they matter most. At Genesys we enable organisations to deliver personalised, efficient customer service through AI‑driven experience orchestration. You will design, implement and operate AI solutions for large‑scale customers, turning AI concepts into production‑ready enterprise deployments.

Key responsibilities

• Define end‑to‑end AI solution architectures for customer programmes, including integrations with Genesys Cloud, AI services, enterprise applications, data platforms and third‑party technologies.
• Establish architectural standards for scalability, resilience, security and maintainability, and review technical designs produced by project teams.
• Serve as the technical authority for assigned engagements, guiding consultants through complex challenges and leading architecture workshops.
• Design AI use cases such as virtual agents, agent copilots, knowledge systems, workflow automation and analytics solutions, incorporating responsible AI governance.
• Advise customer technical stakeholders on architecture decisions, present recommendations to enterprise architects and build trusted‑advisor relationships.
• Contribute reusable assets, reference architectures and best practices; mentor senior consultants and support presales for complex opportunities.

Required profile

• Minimum 7 years experience in solution architecture, technical consulting or enterprise software delivery.
• At least 3 years focused on AI, conversational or CX platforms.
• Proven ability to design scalable, secure AI solutions and lead technical delivery teams.
• Strong communication skills to engage senior technical and business stakeholders.

Required skills

• Genesys Cloud
• AI services (e.g., machine‑learning platforms)
• Enterprise application integration
• Data platform integration
• Solution architecture and cloud architecture
• AI governance and responsible AI practices
• Virtual agents, agent copilots, knowledge systems
• Workflow automation and analytics solutions