Lead AI Solutions Architect, Customer Success (Fully Remote, Worldwide)

Ever wonder what it takes to truly transform customer interactions in a world powered by artificial intelligence? Here at Genesys, we're building those very experiences, moving AI from fascinating possibility into concrete, impactful reality for thousands of organizations globally. Imagine crafting solutions where AI doesn't just assist, but truly orchestrates seamless, personalized customer journeys. If you're passionate about bringing cutting-edge AI to life in real-world enterprise environments, this role might just be your next big adventure.

Overview

Genesys helps organizations create vastly superior customer experiences through sophisticated AI-powered experience orchestration. Our innovative platform connects people, systems, data, and AI, enabling businesses to deliver personalized service, boost operational efficiency, and cultivate stronger customer relationships. As a Lead AI Solutions Architect in our Professional Services organization, you will play a pivotal role in this mission. You will design, build, support, and operate the advanced technology utilized by over 8,000 organizations across more than 100 countries. Our Professional Services team is a globally distributed group of consultants, architects, and researchers. We operate across continents and time zones, united by the singular purpose of helping enterprise customers unlock the transformative potential of AI. This is a fully remote, worldwide opportunity, inviting talent from anywhere to contribute to our global vision.

Key Responsibilities

In this vital leadership role, you will:

Design and champion the implementation of state-of-the-art AI-powered customer experience solutions, always aiming for exceptional business outcomes.
Ensure all architectural designs prioritize technical excellence, robust scalability, ironclad security, and seamless operational readiness.
Provide expert guidance and leadership throughout the solution lifecycle, from initial concept to successful deployment and ongoing optimization.
Collaborate closely with enterprise customers to deeply understand their unique challenges and translate complex business requirements into elegant AI architectural blueprints.
Lead a team of talented architects and engineers, fostering a culture of innovation and continuous improvement in AI solution delivery.
Evaluate emerging AI technologies and trends, integrating best practices and innovative approaches into Genesys' solution offerings.
Act as a trusted advisor to customers and internal teams on AI strategy, implementation methodologies, and best practices for large-scale deployments.
Develop and maintain comprehensive documentation for AI solution architectures, design patterns, and implementation guidelines.

Requirements

To thrive in this role, you will bring:

Extensive experience, typically more than 7 years, in architecting and implementing complex enterprise-grade AI or machine learning solutions, particularly within customer experience domains.
Proven leadership in solution design and delivery, demonstrating the ability to guide technical teams and manage significant projects.
Deep expertise in cloud platforms such as AWS, Azure, or GCP, including their AI/ML services and serverless architectures.
Strong command of AI/ML concepts, natural language processing (NLP), conversational AI, and data integration patterns.
A solid understanding of software development lifecycles, agile methodologies, and DevOps practices in an an AI context.
Exceptional communication, presentation, and interpersonal skills, capable of engaging effectively with both technical and non-technical stakeholders.
The ability to analyze complex technical problems and devise practical, scalable, and secure solutions.
A bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

What You'll Gain

Joining Genesys as a Lead AI Solutions Architect offers more than just a job; it's an opportunity to:

Shape the future of customer experience by leading the deployment of groundbreaking AI solutions for global enterprises.
Work with a world-class, diverse, and globally distributed team of experts who are passionate about AI and customer success.
Continuously grow your skills and knowledge in a rapidly evolving field, staying at the forefront of AI innovation.
Make a tangible impact, seeing your designs transform how thousands of organizations interact with their customers.
Enjoy the flexibility and autonomy of a fully remote role, collaborating with colleagues and clients across time zones.