Senior Technical Architect - IA

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Senior Technical Architect - IA

Department & Team: CSS - TAM
Reports to: Daniel Ortiz Ponce
Location: Mexico, Colombia, Chile, Brazil
 

Summary:

The Genesys AI Architect is a strategic role that involves planning and designing the foundational framework that allow business to leverage artificial intelligence technologies effectively, act as the bridge between Genesys' AI product management and customer-facing teams, empowering the field organization with expertise and resources related to Genesys AI products, ensures that Genesys AI implementations support business goals, enhance operational efficiency, and drive technological innovation.

This role demands a combination of deep AI technical knowledge, strong communication skills, and the ability to bridge the gap between complex technology and practical business applications, collaborate with technical and business teams to tailor AI-driven solutions, and oversee the implementation process to ensure that these solutions deliver tangible benefits.

Key Responsibilities:

• Leverage deep technical knowledge of Genesys AI offerings and underlying artificial intelligence technologies to demonstrate product value to customers and prospects.
• Develop technical and blueprint content to support the Customer Success and Services (CSS) organization.
• Assist in pre-sales and post-sales activities, including trial programs, AI integration methods, and product value assessments.
• Provide technical guidance to Product Management on AI product design, implementation, and integration based on customer feedback and needs.
• Ideate, solution, and develop innovative use cases, accelerators, and prototypes leveraging Genesys AI.
• Implement best practices for Genesys AI testing, deployment, and maintenance.

Requirements:

• Proven practical experience with AI technologies like ML, LLM, NLU, NLP, FM, and Prompt Engineering.
• Strong ability to create and seamlessly deliver compelling product demonstrations, technical presentations and lead discussions on AI integration points.
• Proven ability to lead and manage projects with cross-functional teams.
• Strong communication skills to effectively collaborate with various stakeholders
• Critical thinking, problem-solving and collaborative mindset skills are essential
• Expertise in integrating Genesys AI solutions with customers' existing technologies and Genesys Cloud solutions.
• Ability to recognize opportunities for process improvement and recommend effective AI-driven solutions.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.