[Remote] Principal PS Consultant, AI Solutions Architect

Note: The job is a remote job and is open to candidates in USA. Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. They are looking for a hands-on AI Solutions Architect with deep expertise in CCaaS solutions and AI-driven technologies, responsible for designing and delivering AI-powered solutions within the Genesys Cloud CX platform.

Responsibilities

• Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency
• Design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing into CCaaS environments
• Lead customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure
• Develop proof-of-concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs
• Drive AI deployment projects by working cross-functionally with Professional Services, Engineering, and Product teams to ensure successful execution
• Provide hands-on technical guidance for AI model integration, chatbot development, automation workflows, and analytics
• Solve complex technical challenges and optimize AI models post-implementation to enhance accuracy, efficiency, and business impact
• Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption
• Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement
• Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects
• Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs

Skills

• 6+ years of experience in the Contact Center industry, with hands-on experience designing and deploying AI-powered CCaaS solutions
• 3+ years in a solutions engineering, technical services, or customer-facing technical role, with proven experience in AI-driven transformation
• Expertise in Conversational AI, Natural Language Processing (NLP), Machine Learning, and AI-driven analytics for customer engagement
• Strong cloud-based architecture experience, with a focus on AWS, Azure, or Google Cloud
• Proficiency in programming/scripting languages such as Java, Python, or Node.js for AI model deployment and system integrations
• Proven ability to both sell and execute AI solutions—balancing strategic planning, technical leadership, and hands-on solution delivery
• Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences
• Willingness to travel as needed for customer engagements
• Experience with AWS AI services (Lex v2, Bedrock, Kendra, SageMaker)
• Relevant industry certifications (AWS Solutions Architect, Google Professional Cloud Architect, or equivalent)
• Deep knowledge of Genesys Cloud solutions and AI-powered contact center technologies

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Company Overview

• Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth. It was founded in 1990, and is headquartered in Menlo Park, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.genesys.com.

Company H1B Sponsorship

• Genesys has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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